Job Description
Position Overview: As a Client Services Representative, you'll be the first point of contact for our clients, visitors, and staff. Your role will involve managing incoming customer inquiries via phone and live chat, providing excellent communication services, and ensuring smooth operations across departmental channels.
Company Overview: The Jack Laurie Group brings together master craftsmen from multiple disciplines to create an unmatched customer experience. Above all else, we are a customer service company, providing our clients with the solutions they are looking for when it comes to their facility.
JLG Core Value Expectations:
Live with INTEGRITY - Consistently uphold ethical standards.
Operate with ACCOUNTABILITY - Take ownership of actions and outcomes.
Communicate with CANDOR - Foster open, honest, and sincere communication.
Win with TEAMWORK - Collaborate effectively to achieve common objectives.
Essential Functions: Greet and welcome visitors warmly.
Answer, screen, and direct incoming calls and website chats courteously and efficiently.
Manage incoming and outgoing mail, packages, and deliveries.
Schedule appointments and meetings upon request.
Assist with administrative tasks including electronic filing, data entry, and photocopying.
Provide general administrative support to staff as required.
Ensure adherence to security procedures, including monitoring visitor access.
Handle inquiries and provide information to clients, visitors, and staff.
Coordinate with other departments to facilitate smooth operations.
Competencies Required: Excellent interpersonal and communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Experience in CRM systems preferred.
Ability to maintain confidentiality and handle sensitive information discreetly.
Strong organizational skills and attention to detail.
Effective prioritization and time management abilities.
Professional appearance and demeanor.
Familiarity with office equipment such as multi-line phone systems and printers.
Education/Knowledge/Skills Requirements: Minimum 3 years of related experience.
High school diploma required.
Valid Driver's License with a clean driving record.
Ability to pass and maintain drug screening.
Clear background check.
Bilingual (Spanish) proficiency preferred.
Work Environment: JLG company office.
Position Type/Expected Hours of Work: Hourly, 8:00 AM - 5:00 PM.
Travel: Local travel between client sites may be required.
Other Duties: This job description does not encompass all duties or responsibilities assigned to the role and may be subject to change without notice.
KPIs (Key Performance Indicators): Customer satisfaction scores.
Call handling metrics.
Visitor management.
Chat response times.
