As a Client Service Manager with Copanion, you will be responsible for working with our customers once they are in production with our GruntWorx Pro product. You will work directly with our GruntWorx Pro customer base to provide support, assistance, managing and tracking change requests, troubleshooting and researching customer issues through to resolution. You will work among a dedicated team of engineers, developers, project managers, QA and sales for direction, support and collaboration.

Responsibilities:

• Provide our GruntWorx Pro customers with a fantastic support system along with the highest level of response and service possible.


• Work with standard procedural solutions and utilizes internal resources to address client needs and ensure timeliness and accuracy of work.


• Evaluate problems and situations to determine their importance and urgency. Conduct


• Research and process adjustments independently or in concert with other departments to the mutual satisfaction of the client and Copanion.


• Fully document all issues and complaint items.


• Monitor the quality and timeliness of service delivery to customers in order to guarantee customer satisfaction by accepting full accountability for an item until resolved.


• Perform a detailed evaluation of inquiries and rejected transactions, takes appropriate action for each item and monitors the quality and timeliness of resolution so that it meets our standards. Work with other departments when necessary to resolve items.


• Perform research regarding account issues or inquiries and responds to the appropriate client after the issue has been resolved.


• Place outbound calls as needed to obtain information and provide solutions to the client, appropriately documents the phone call.


• Respond in a professional, timely and empathetic manner to both telephone and written inquiries from internal and external clients.


• Utilize multiple computer applications to access account information and reference materials.

Qualifications Summary:

Qualified persons will thrive both in an independent and team environment, and possess stellar customer support values. You must be able to take ownership of projects and complete those projects accurately and efficiently. You must also be able to work with various internal groups and teams and have the ability to manage multiple, simultaneous projects and deadlines. The ideal candidate will have experience supporting Fortune 1000 companies.

General Requirements:

• BA/BS.


• 3+ years professional experience related to customer support, support account management, or client services.


• Ability to make quick decisions, establish priorities and concentrate on detailed information sometimes under stressful conditions.


• Strong dedication to service and support the customer in all areas.


• Strong reasoning skills and an aptitude for problem solving.


• Ability to cooperate in a team environment is critical.


• Detail oriented; ability to manage multiple projects simultaneously.


• Excellent written and verbal communication skills, with strong creativity and resourcefulness.


• Strong computer application/PC skills.