Client Relations Specialist - Edmonton, Canada - Impirica Inc.

Description

This is a remote position.

Impirica is looking to expand our Client Services Team with an individual who is as focused on quality, as they are passionate about their role as a brand ambassador. Our Client Relations Specialist should have strong communication skills and a dedication to continued learning and development. All of our team members pride themselves on working with integrity to deliver ingenuity that will create a lasting impact in our communities and we are always looking for talented people who share our values and are dedicated to seeing the whole team succeed.

Duties may include:

• Manage client relationships ensuring timely delivery of support services via email, telephone, web, chat, etc., concerning web products and applications, implementing enhancements and other items related to the technical environment.
• Initiate outbound calls to clients to review account statistics to help drive client's activity and utilization, provide training on new product features, perform needs assessments for how better to service client needs and increase overall client satisfaction.
• Assist with onboarding new clients and facilitate account upgrades with existing clients.
• Respond pro-actively to all client inquiries in a timely fashion; providing excellent client service and maintaining lasting business relationships.
• Answer client questions and requests regarding their service; providing appropriate information, assistance, and advice.
• Report escalating and severe issues to management to assist in the resolution process; keeping clients updated on the progress and acting as the primary point of contact.
• Appropriately record all resolved and unresolved client issues in database according to Impirica processes and procedures.
• Continually preserve the confidentiality and security of client data and information.
• Liaise with clients following feature enhancements, bug fixes, and major technical issues.
• Assist in the development and maintenance of FAQs, support processes, and other supporting documentation for clients.
• Assist in the development of training or educational materials to better support our clients throughout their lifecycle.
• Perform, collect and/or document findings from user acceptance testing of Impirica products.
• Perform other duties as assigned.

Impirica's main office is located in Edmonton, Alberta. This position can be remote or out of our office.