Overview
The Client Services Representative will work directly with Avetta clients, Client Success Managers, Account Managers, and Field Sales Managers to quickly and professionally resolve client and supplier needs. This position requires a hybrid schedule in our Newcastle office (3 days in office, 2 days work from home). At this time, only qualified candidates who currently reside within commutable distance are being considered.
Full working rights in Australia are required without a need for current or future sponsorship. The pay rate for this position is $28.12‑$28.64 AUD/hour, depending on experience.
Responsibilities
- Create, query and identify client vs supplier cases.
- Track and own case workload and ensure completion meets the Help Desk service level agreement.
- Verify insurance documents.
- Update and maintain all relevant case information (Salesforce, etc.).
- Investigate, report, follow‑up and communicate with the Client Sales Manager, Account Manager and Implementation Project Manager via Chatter or email.
- Properly escape unresolved queries to the next level of support (Team Lead).
- Receive and prioritize incoming client requests.
- Work on client‑facing projects such as user creation and connection management.
- Receive warm transfers of client calls from Supplier Support teams.
- Provide account support directly to client users.
Qualifications
- Greater than 6 months in a current role with Avetta with satisfactory performance against all current metrics.
- Ability to demo Connect, Analytics, WM from the client and supplier viewpoints.
- Qualified written and verbal communication skills with Avetta clients.
- Proficiency in SFDC and all other relevant platforms.
Key Metrics
- Response to client inquiries within SLA.
- Core servicing metrics.
- Cases handled within department‑specified SLA.
- Email handled within department‑specified SLA.
- Projects handled within department‑specified SLA.
- Regular and predictive attendance.
Optional Education & Training
- OSHA 10 Training.
- PMP Certification (a plus).
- Avetta Insurance Training (a plus).
Seniority Level
- Entry level
Employment Type
- Full‑time
Job Function
- Other
#J-18808-Ljbffr