Sr Client Services Manager

Client Services / Client Relationship Management

Hybrid - Pittsburgh | Contract-to-Hire

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

We’re currently looking for experienced client services professionals to join a growing team. This is a client-facing role focused on managing inquiries, providing support, and making sure clients are connected with the right information and resources.

Responsibilities:

• Serve as the primary point of contact for multiple clients, building strong working relationships and providing a consistent level of support.
• Manage incoming client inquiries through a dedicated hotline, assessing each request, determining the appropriate priority, and making sure it gets addressed in a timely manner.
• Provide clear and professional communication by taking complex information and explaining it in a way that is easy for clients to understand.
• Use established scripts, resources, and processes to answer questions and guide clients toward the appropriate information or next steps.
• Work closely with internal teams to gather information, resolve client questions, and make sure responses are accurate and consistent.
• Manage multiple requests and competing priorities while maintaining attention to detail and a high level of client service.
• Handle escalations and sensitive situations with professionalism, good judgment, and a calm approach.

Experience:

• 7+ years of experience in client services, client success, client relationship management, or a similar client-facing role
• Strong written and verbal communication skills with the ability to communicate with a variety of audiences
• Excellent organizational and time-management skills, with the ability to prioritize a high volume of requests
• Strong problem-solving skills and the ability to know when to escalate an issue
• Comfortable working in a fast-paced environment and handling sensitive client interactions
• Previous government experience is a plus, but not required

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