Customer Relationship Specialist

Customer Relationship Specialist

 

SUMMARY:

Under minimal supervision, provides support to 1 to 20 contracted customers during the entire lifecycle of the contract.  This position is responsible for ensuring the highest possible customer satisfaction levels, resolving issues that occur in a timely manner, conducting account retention planning to ensure contract renewal, and add-on sales to increase customer revenue from each assigned account. 

DUTIES AND RESPONSIBILITIES:

 

1.  Establish relationships with users of the RTS system.

2.  Develop and present materials required for kick-off meetings for new cities within assigned territory and assist Project Management to ensure a successful go-live with each new city.

3.  Schedule and conduct training both on site and remote when appropriate.

4.  Schedule and attend meetings and calls with all assigned customers (1 in-person meeting per month and a minimum of 1 call per week).  Research reported problems and document/report issues that require escalation to the next level of support (report to helpdesk@redflex.com).

5.  Review Program Performance on a routine schedule:

a.  Check the Daily Detection Count Variance Report for anomalies and report problems to Field Technician

b.  Follow up on Open Mantis and Work Order Tickets and communicate status to customers

6.  Assist with the review of monthly invoices for accuracy, including notification to Supervisor for CPI rate changes or other contract driven pricing changes.

7.  Track all new approach activations and warning period durations, obtain written approvals from the City to go live with citation issuance, and notify Project Management to convert from warning period to citation issuance. 

8.  Escalate unresolved issues, contract disputes, invoice disputes, etc. to Supervisor for resolution.

9.  Using ACT software Review and ensure contact information and contract terms for all cities is current, reminders are set for future events that require action (i.e. CPI increases, CA DMV Requestor Code expirations, Contract Renewal Milestones, etc.).  Document all verbal and written customer communication in ACT.  Send all customer email correspondence from within ACT so the correspondence is catalogued by customer account. 

10. Prepare quarterly performance report for each assigned City and provide to supervisor for review and mailing.  Assist with coordinating a bi-annual visit for the Program Director to review overall program performance with each customer (Police Project Manager, Police Chief, City Manager, etc.).

11. Participate in contract renewal efforts.

MINIMUM JOB REQUIREMENTS:

Bachelor's degree with 1 to 3 years experience directly related to the duties and responsibilities specified.  Experience supporting government contracts is desired.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:Excellent written and verbal communication skills. Strong Customer Relationship Management.Skill in the use of standard Microsoft Office computer applications.Dispute resolution and negotiation skills.Knowledge of the automated photo enforcement industry a plus.Knowledge of the inner-workings of municipal government, including the relationships between City Council and staff level positions a plus.

Please send resumes with salary requirements to mdevich@redflex.com

EOE