Job Openings

Job ID: BH488242

Category: Customer Support, Customer Service, Administrative Assistant

Specialty: Administrative

Client Support Representative (part of Operations team) 

1. Role of the Department

The functions of the Operations department is to:

1. Ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded.

2. Process customers through the certification process.

1. Job Purpose

1. Proactive Client contact

2. Aid in maintenance of various reports of status

3. Create and maintain client information in our database, EQM

4. Responsible for complex clerical assignments following established procedures

5. Secures information from various sources in production of reports and listings

6. Interacts with clients in a professional manner to provide assistance when needed

7. Process customers through the certification process

8. Maintain multisite audit sampling planners

1. Qualifications and Experience

High school diploma or equivalent. 2-3 years related Customer Service / Program Management experience. 

Knowledge of ISO 9000 and related ISO registration/certification schemes

Knowledge of Microsoft Office and other computer programs

Excellent administrative, communications and client telephone contact skills are essential.

1. Principal Tasks:

The specific duties of the Client Support Representatives are as follows:

• Day to day maintenance and security of assigned Client in database.

• Direct support of assigned Client requirements & needs

• Scheduling of all audit activities

• Questions and answers

• Requests and inquires

• Updates information and new developments

• Provides client notifications of activities

• Levels of Client satisfaction

• Use of Registration and NQA Logo

• Adhering to established KPI’s of the Customer Service Group

• Maintenance of Client Registration

• Provides work order or activity information

• File reviews (unless as defined by accreditation schemes)

• CAP "chasing" & reviews

• Conducted Reviews

• Support other cell or company initiatives related to the client

• Provides input to the Blue List as appropriate

• Support program management efforts as appropriate

• Certificate Maintenance

• Multisite audit planners and associated multisite required documents 

• Financial Support

• Assist in Invoicing Clients (annual registration, pre-activity, re-bill expenses)

• Client collections

• Business Development

• Identifying cross selling opportunities for Business Development

• Support client quotation process as needed

• Championing Clients needs for NQA

• Anticipating clients needs

• Coordination of all activities associated with client

1. General Work Habits and Attitude (Internal & External Customers  & Team Members)

• Multitasker

• Detail Oriented

• Well Organized

1. Attitude

• Personable (extensive client contact)

• Works well as a team member as well as individually

• Willingness and ability to problem solve

• Willingness to expand to technical competence

• Self starter

• Willingness and ability to take on additional projects

• High energy and positive attitude

• Support continuous improvement

• Flexible

• Team oriented

#professional