CLIENT RELATIONS SPECIALIST JOB DESCRIPTION

Every week, customers escalate unresolved issues, delay payments, or quietly disengage, and when no one owns the follow-through, accounts stall and referrals dry up. Client Relations Specialists exist to close that gap with consistency and accountability. In B2C and SMB-facing service businesses, where repeat purchase cycles and event-driven revenue depend on sustained customer confidence, this role owns post-sale communication, issue resolution, and satisfaction tracking across an assigned account base. It demands equal comfort in reactive problem-solving and proactive outreach, often navigating between sales teams, project managers, and operations staff to keep commitments on track.

Client Relations Specialists in general business and SMB services are accountable for managing the full customer communication cycle, from onboarding inquiries and product support through escalation resolution and satisfaction surveys, to protect retention and reduce churn across an assigned portfolio. Sitting between the sales and operations functions, you carry dual responsibility to the customer and the internal team, with performance benchmarked against response-time SLAs and customer satisfaction scores.

Career Impact: Mastering objection handling, escalation management, and CRM-driven follow-up in a high-volume B2C environment builds the account ownership track record that moves specialists into Customer Success Manager or Account Manager roles.

Business Impact: The customers you retain and upsell directly determine renewal revenue and event attendance figures - two of the metrics leadership tracks most closely in service-based businesses.

Growth Opportunity: Exposure to sales cycle mechanics, cross-functional stakeholder coordination, and quality assurance reporting gives you a transferable skill set that commands higher compensation in SaaS, fintech, and professional services markets.

• Manage inbound customer inquiries via phone, email, and messaging channels to resolution within defined response-time standards.
• Conduct quality assurance surveys with assigned accounts to identify dissatisfaction trends and surface corrective actions to operations leadership.
• Coordinate with sales, project management, and fulfillment teams to ensure customer commitments and contract terms are met on schedule.
• Execute outbound follow-up with existing clients to confirm deliverable status, confirm satisfaction, and identify upsell opportunities.
• Maintain accurate customer records, interaction logs, and issue notes within the CRM to support account continuity across the team.
• Monitor active projects for status gaps or communication delays and escalate systematically to the appropriate internal stakeholder.
• Support customer onboarding at workshops and company events, ensuring a consistent service experience aligned with brand standards.

• Bachelor's degree in Business, Communications, Marketing, or equivalent work experience.
• 1 or more years of customer-facing service or client relations experience, with demonstrated ownership of issue resolution.
• Proficiency in written and verbal communication, including professional email composition under time pressure.
• Demonstrated ability to manage multiple active accounts or projects simultaneously without supervisory oversight.
• Experience conducting structured follow-up sequences and maintaining contact logs in a CRM system.
• Competency in MS Office applications, particularly for reporting, data entry, and client-facing documentation.
• Ability to de-escalate emotionally charged customer situations while preserving the client relationship.

• Familiarity with quality assurance or customer satisfaction survey methodologies in a service delivery context.
• Prior experience working at the intersection of a sales team and an operations or fulfillment function.
• Bilingual proficiency, particularly in a language reflecting the company's primary customer base.
• Knowledge of social media engagement practices relevant to community-based customer communication.

• Customer satisfaction score (CSAT) per assigned account cohort, measured monthly against the team benchmark.
• Average first-response time to inbound tickets and email inquiries, against the defined SLA window.
• Issue resolution rate within the initial contact, distinguishing self-resolved from escalated cases.
• Upsell conversion rate within the managed customer base across a quarterly cycle.
• CRM data accuracy rate, measured by completeness of contact logs and interaction notes audited monthly.
• Typical tools: CRM platforms (commonly HubSpot or Zoho CRM); ticketing and messaging (commonly Zendesk or Zoho Desk).

• Base Salary Range: $38,000 - $52,000 annually, depending on experience and location
• Bonus: Performance-based incentive tied to CSAT and upsell targets, typically 5-10% of base
• Equity: Not typically offered at this level in service-based businesses
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by company size
• PTO: 10-15 days annually, plus standard federal holidays
• Common Perks: Event access, product/service discounts, hybrid schedule eligibility at some employers

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a standard condition of employment for this role, given regular access to customer account data and financial transaction records. All applicants are evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to qualified individuals with disabilities throughout the hiring process and employment. Candidates must hold current authorization to work in the United States.

The Client Relations Specialist owns inbound call handling and client upselling to increase customer satisfaction, retention, and loyalty across phone, email, and instant messenger channels. Reporting into the broader customer success function, the specialist delivers VIP client experiences at events and drives growth by collecting and sharing customer success stories that support company-wide goals.

Key Responsibilities

• Receive inbound calls to answer questions, fact-find, qualify leads, and route to appropriate extensions as needed.
• Assist callers by helping to identify training or events that best fit their personal and business needs.
• Implement training material throughout calls.
• Work with clients to ensure satisfaction with services provided and upsell to the next stage in their training.
• Provide excellent service and apply effective troubleshooting techniques under pressure.
• Ensure customers have a VIP experience at events.
• Encourage happy customers to share success stories and present them during daily company meetings.

Required Qualifications

• High school diploma or GED preferred.
• 1+ years of sales experience preferred, with knowledge of sales cycles, sales process, objection handling, and navigation of conversations to positive outcomes.
• Familiar with sales techniques and the ability to learn and administer products quickly to teach clients effectively.
• Technical aptitude with the ability to learn software programs, including HubSpot, Shopify, Stripe, and Zendesk.
• Familiar with social media management on Facebook, Instagram, and YouTube, including creating engagement.
• Excellent verbal and written communication skills with a flair for storytelling and professional phone and presentation delivery skills.
• Thrive in a fast-paced environment with a desire to help others, competent problem-solving ability, and the ability to manage difficult or emotional customer situations.

Embedded within the client services function, the Client Relations Specialist creates and conducts presentations and training, manages business reviews, and coordinates critical incident solutions to ensure client satisfaction across EAP and Work/Life programs. Working closely with Operations, business development, and ownership, the specialist builds relationships through wellness fairs, webinars, and in-person meetings that sustain client retention and service quality.

Core Functions

• Create and conduct presentations and training as requested, both virtual and in-person.
• Conduct business reviews to ensure clients are satisfied with their EAP and Work/Life services.
• Attend in-person meetings periodically to build relationships with new and existing accounts, including wellness fairs, webinars, and training.
• Carry out client satisfaction surveys and reviews, and refer on to resolve areas of concern.
• Provide coaching and training to client supervisors and managers in response to employee work performance and behavior problems.
• Consult with employers on policy development and communication strategies.
• Prepare and analyze utilization reporting data and make appropriate recommendations.
• Coordinate critical incident solutions, assist with formal referral management including self-harm cases, send promotional materials, and manage marketing, new client enrollments, and renewals.

Qualifications & Experience

• Bachelor's degree in Social Work, Counseling, or related field preferred.
• 2 years of related experience in Employee Assistance Programs and/or Counseling network development preferred.
• Previous experience in a client relationship role, preferably in an EAP or healthcare-related field.
• Experience in Microsoft applications, especially PowerPoint.
• Proficient in public speaking and able to deliver and develop presentations, with the ability to work independently.
• Ability to deal effectively with all levels of the client's organization, including Human Resources, Benefits, Managers, and Executives.
• Strong interpersonal skills with the ability to build rapport, work collaboratively with Operations, business development, and ownership, and maintain focus, attention to detail, and excellent communication.

Reporting to the Communications Manager, the Client Relations Specialist drafts attorney biographies, deal announcements, and directory submissions while overseeing day-to-day website content maintenance for the firm. Partnering with the firm's Copywriter and attorneys at all levels, the specialist supports legal credentialing processes and special communications projects that strengthen the firm's public profile and business development outcomes.

Primary Duties

• Draft internal and external communications, including attorney biographies, deal announcements, media and press mentions, and awards and accolades announcements.
• Oversee day-to-day website content entry and maintenance related to attorney biographies, practice capability pages, deal announcements, and directory references.
• Work with the Communications Manager and the firm's Copywriter to draft directory and survey submissions on behalf of the firm and individual partners.
• Support special communications projects, including attorney Q&As, firm storybook pieces, and other content projects, assisting with project management and idea generation.
• Provide ad hoc support for public relations and media functions, including conflict checks and follow-up related to media and trade submissions.
• Maintain communications and content calendar and plans.
• Assist with other ad hoc marketing team projects.

Skills & Qualifications

• Bachelor's degree or equivalent experience with at least two years of work experience required.
• Experience at a law firm or professional services firm preferred.
• Prior experience with legal credentialing processes such as Chambers preferred but not required.
• Exceptional attention to detail with the ability to distill complex technical issues into accessible language, and handle sensitive and confidential matters with discretion.
• Proficient in Word, Excel, and PowerPoint, with tech-savviness and general social media proficiency a strong plus.
• Excellent verbal and written communication skills with a professional demeanor and the ability to work collaboratively with attorneys, media contacts, and colleagues at all levels.

Sitting at the intersection of customer communication and project coordination, the Client Relations Specialist acts as the primary point of contact for discrepancies, conducts Quality Assurance Surveys, and ensures projects progress through all steps of the PWHI Process. Operating across Pre-Production and Install departments as well as external stakeholders, the specialist bridges communication gaps and upholds contract compliance to deliver consistent, high-quality service outcomes.

Duties

• Act as point of contact for any discrepancies and escalate to appropriate parties as needed.
• Manage external communication with assigned customers and projects.
• Provide timely feedback to customers on any reported issues or delays.
• Ensure projects progress smoothly through all steps of the PWHI Process and provide necessary updates to customers via email and notes on a daily and weekly basis.
• Resolve project discrepancies with necessary stakeholders such as salespeople and project managers.
• Execute change orders as needed and maintain notes in CRM and other platforms as assigned.
• Update supervisor on system failures or errors, ensuring both company and clients adhere to contract terms.
• Utilize technology as a resource to ensure systems can be followed and updated as efficiently as possible.

Position Requirements

• High school diploma or G.E.D.
• 1+ years of experience in a customer service role strongly preferred.
• Industry knowledge is a plus.
• Proficient in MS Office and Adobe.
• Superior multitasking and organizational skills in a fast-paced environment.
• Strong problem-solving aptitude, positive attitude, and ability to work well within a team in an office environment.
• Committed to the core values of Compassion, Always Growing, Integrity, and Fairness.
• Bilingual is a plus.

A key member of the customer success team, the Client Relations Specialist answers daily emails and calls, manages social media community interactions, and monitors product fulfillment to resolve customer issues and sustain satisfaction. Collaborating across sales, events, and fulfillment functions, the specialist builds the customer base through direct outreach and supports students and clients in workshops, ensuring timely delivery of company products.

Accountabilities

• Answer daily assigned emails and calls and respond to emails within 24 working hours.
• Initiate contact with prospects and acquire customers through phone calls, emails, and at events.
• Respond to social media messages on Facebook, Instagram, and WhatsApp, and manage the Facebook community.
• Manage and maintain customer data and monitor fulfillment of company products, ensuring deliveries to customers.
• Assist in daily customer transactions and support customers and students in workshops and events.
• Understand all company products and offers.
• Resolve and reduce customer issues.

Experience & Qualifications

• Degree in Mass Communication, Marketing, or equivalent.
• Experience in customer service roles is desirable.
• Familiar with customer experience and service procedures.
• Good knowledge of Gmail, Google Docs, and Google Drive.
• Analytical mind with problem-solving aptitude and excellent time management in completing tasks.
• Excellent command of spoken and written English.
• Customer service skills including attentiveness, empathy, patience, consistency, persuasion, and immaculate telephone manners.
• Positive attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical, and goal-focused.

Consistent customer satisfaction across all projects depends on the Client Relations Specialist, who manages ZOHO Leads, handles Livechat, processes multi-channel communications including WhatsApp and social media, and monitors customer feedback to improve CSAT scores. Based within a cross-functional team environment, the specialist follows established communication protocols and attends team meetings to align service delivery with company standards.

Functions

• Create and manage ZOHO Leads with proactive follow-ups and account updates.
• Assist users via Live Chat and manage Zoho Desk tickets created from email and live chat.
• Perform cold and warm calls for registered and non-registered users scheduled in CRM.
• Answer WhatsApp messages, process emails, and reply to user messages and comments in social media channels for all projects.
• Follow communication procedures, guidelines, and protocols to ensure customer satisfaction and provide professional customer support.
• Monitor and analyze customer feedback and reviews, and provide suggestions to improve CSAT.
• Attend and engage in team meetings.

Background & Experience

• University degree required.
• 1+ years of experience in a similar field such as customer service or sales.
• Advanced computer skills.
• Familiar with CRM systems and practices, with the ability to quickly learn new tools and software.
• Excellent English proficiency and strong phone and verbal communication skills with active listening.
• Persuasive and effective speaking skills, ability to use positive language, strong cross-cultural communication, and interpersonal skills.
• Strong analytical, problem-solving, and organizational skills.
• Attention to detail and good decision-making abilities.
• Availability for flexible work hours.

As the Client Relations Specialist, this role trains new clients on the Portal platform, manages IR websites for listed companies, and liaises with global media development teams to collect and distribute partner information. The client services team relies on this work to maintain accurate reporting, support sales teams with reactivated accounts, and sustain media relationships across multiple international regions.

Job Functions

• Assist in training new clients on the Portal platform and help clients send out their releases.
• Communicate with clients during customer service issues by investigating root causes, providing regular updates, and following through to resolution.
• Send out client reports through the reporting system.
• Execute ongoing maintenance of setting up and reactivating closed accounts for sales teams within the database.
• Create client annual or quarterly reports after distribution and explain the reports to clients.
• Build and maintain IR websites and contact the support team on a daily basis.
• Contact media development teams across multiple regions to collect new media partner information and share with the sales team.

Education & Experience

• Bachelor's degree or above with a minimum of 3 years of experience.
• Experience in client service, media, and public relations is a plus.
• Fluent in English.
• In-depth knowledge of MS Office Suite, including Word, Excel, and PowerPoint preferred.
• Strong attention to detail, customer service, and interpersonal skills.
• Strong ability to perform tasks under pressure with tight deadlines.

Client Relations Specialist delivers end-to-end post-sale client support, building and maintaining relationships with internal and external clients via phone, email, and seller communication channels while managing reporting, compliance tracking, and media issue resolution. The work directly supports accurate and timely execution of client data requests, contractual SLA adherence, and cross-departmental coordination that protects seller satisfaction and business continuity.

Day-to-Day Responsibilities

• Build and maintain relationships and communications with internal and external clients via phone, email, and various seller communication channels, exercising discretion and independent decision-making to resolve issues.
• Maintain master logs of post-sale client reporting requirements and seller site access, and assist with troubleshooting and access issues for internal stakeholders.
• Serve as liaison for internal departments on requests from sellers and acknowledge all inquiries within 24 hours.
• Analyze, research, and review requests to determine the appropriate course of action, ensuring accuracy and validity of information provided.
• Create and submit appropriate reporting to sellers within defined timelines, and properly document all client communications in necessary systems.
• Manage client deadlines, timely follow-up, and communication with internal stakeholders on client data and information requests.
• Track compliance with upfront media deliveries, notify management when contractual SLAs are not adhered to, and work with clients and internal departments on media issues.

Minimum Qualifications

• Bachelor's degree in Business or related field preferred.
• 1-3 years in client relationship management or equivalent combination of education and experience.
• Intermediate skills in MS Office applications including Excel and PowerPoint.
• Ability to analyze and solve critical situations.
• Strong organizational, process development, research, oral and written communication, and proofreading skills with attention to detail.
• Able to effectively manage time, work under pressure, handle multiple demands, and manage competing priorities.
• Self-aware, reflective, able to learn from mistakes quickly, work independently, and exercise discretion.

The Client Relations Specialist owns multichannel client communication across phone, email, voicemail, fax, and in-person interactions while administering the client portal and ensuring compliance with AML/ATF and Privacy legislation within a financial institution setting. Reporting into the Client Relations function and collaborating with Business Development Managers, internal departments, and front-line teams, the specialist drives continuous service improvement and client retention outcomes aligned to established SLA and KPI benchmarks.

Key Responsibilities

• Handle incoming customer calls, emails, voicemail, mail, fax, and in-person interactions in French and English, and administer the Client Portal in a prompt and professional manner per SOP and scripting templates.
• Act on customer requests from Business Development Managers, Referred Inside Specialists, and other internal departments, incorporating AML/ATF and Privacy legislation as per Bank policy.
• Coordinate with other departments to ensure customer needs are responded to per Bank policy, and perform the role per established Client Relations SLA and KPI benchmarks.
• Act as an ambassador to achieve and outperform service level objectives, share best practices, and provide recommendations to enable continuous improvements of benchmarks.
• Review and make recommendations related to client complaints, and bring forward issues and solutions to facilitate clear communication.
• Assist in training new team members, interact with other departments, and report suspicious information and request trends to supervisors.
• Prepare notes and documentation for all customer calls, ensure emails and documentation are stored in the system, promote teamwork, and recommend and implement process improvements to increase customer satisfaction and reduce costs.

Professional Experience

• Experience in client service and call centers dealing with front-line clients in a sales and services, client retention, or product-specific call center environment is required, with experience at a financial institution in a mortgage servicing environment as an asset.
• Knowledge of Privacy and AML/ATF legislation is an asset.
• Solid understanding of department mandates, Revenue and Fee targets, and Client Retention strategies.
• Excellent verbal and written communication skills, with professionalism and strong customer service orientation.
• Excellent problem-solving skills to deal with diverse and complex issues.
• Ability to manage multiple activities under time constraints, with experience working in an environment with performance benchmarks and service levels.
• Subject matter expertise and demonstrated ability to negotiate resolutions, handle complaints to resolution, and escalate difficult situations per Complaint Handling Policy.
• Continuous improvement mindset, curiosity, and ability to drive opportunities for self and department growth.
• Bilingual in French and English, proficient in both written and oral communication.