Job Description

Client Service Representative – CSR

Who we are

DMS is a Technology Consulting, Solutions and IT Management services firm. Our purpose is to be business driven technology advisors for our Clients and provide an optimal IT Management model customized to our Clients’ needs at a value point unmatched by the industry.

General Summary: The Client Services Representative role is to act as the first point of contact for all Client requests. We are looking for someone who has client services experience and knows how to time manage and juggle multiple issues and client concerns with confidence, patience, and an ability to get the task scheduled and see through to completion for client satisfaction.

Essential Functions:

Client Communication
Assigning tickets to appropriately qualified resource based on issue and ensure clients’ needs are responded to and resolved in timely manner.
Resolve incidents/requests and close tickets without the involvement of second level support wherever possible.
Follow-up with client after ticket resolution to obtain Client acceptance.
Creating Service orders for client approval generated from ticket requests.
Updating company administrators of any and all client asset updates and changes for asset management.
Create and develop reports on client satisfaction.

Knowledge & Attributes:

Knowledge of client base and associated service levels to allow appropriate response and escalation of issues.
Ability to think quickly, understand and interpret the situation before reacting.
Strong eye for details and organization skills.
Ability to set priorities, take initiative and exercise sound independent judgment within areas of responsibility.
Result driven, capable to work well under pressure and able to effectively prioritize and handle multiple tasks.
Solid follow-up skills.
Strong command of professional telephone protocol and basic technical knowledge or ability to understand basic IT issues.
Exhibit and always uphold a professional demeanor
Ability to keep a level head in high stress situations.
Must have a proactive and positive, team-player attitude.
Ability to complete tasks on time.
Demonstrate a positive and productive attitude.
Patience and enthusiasm for challenges and change.

Job Type: Full-time

Experience: This position is ideal for a candidate that has served in a client services and/or support position for 1-2 years and understands response times and providing client satisfaction while following internal protocols and service delivery procedures.

Location: Midtown New York City

Salary: $40,000-$60,000

Benefits: Health insurance after 90 days of employment ( Full time employees only eligible)

Schedule: Monday to Friday

Education: Bachelor's (Preferred)

Job Type: Full-time

Pay: $35,000.00 - $40,000.00 per year

Benefits: