Client Services Representative
LAC Group is seeking a Client Services Representative in for
its Library Associates Division. Library
Associates, a Division of LAC Group, is responsible for a wide range of
staffing and managed services engagements for clients with complex library and
information management needs. Reporting
to the Director of Client Services - Library Associates, the representative
will work to solve specific client needs and ensure that client engagements are
successful by communicating regularly with key client contacts, LAC project
managers and project-dedicated staff.
Location: New York,
NY (preferred); Other locations considered: Washington, DC and Los
Angeles/Burbank, CA
Primary Responsibilities:
- Provide corporate-level oversight and management of assigned accounts
- Meet with stakeholders and company contacts regularly and as needed to establish and maintain relationships
- Ensure contract and service level agreement requirements are fulfilled
- Provide corporate-level oversight of project staff on assigned accounts
- Interact with clients on site, and remotely as needed
- Work directly with customers to enable their use of LAC Group services.
- Work with project managers, team leads and staff to ensure the delivery of quality services
- Identify staff development and training requirements and opportunities; recommend and implement programs; recommend staffing
- Evaluate staff on assigned accounts
- Assist with proposal process, including proposal development and editing work
- Provide expert advice to corporate proposal preparation team
- Assist with development of additional business with assigned accounts and in assigned market/business lines by staying abreast of developments at client site, working within the LAC Group’s strategic plan and approach
- Assist with staffing for LAC contracts
- Update and maintain position descriptions for assigned accounts.
- Under the advisement of the Director of Client Services, review applications, screen candidates, conduct interviews as needed to fill vacancies on existing accounts and as needed, staff proposals in assigned areas, and build candidate pool for upcoming contract positions
- Represent LAC Group at local, regional, and national professional events
- Other special projects as needed
- Escalates critical customer issues
- Identifies trends, and recommends process improvements
- Ensure staff are following/abiding by LAC guidelines
- Maintain data in the company’s Salesforce system
Qualifications:
Required:
- Bachelor’s degree
- Excellent interpersonal skills, conflict resolution, ability to effectively lead many styles and personalities mandatory
- Initiative, go-getter attitude and able to complete projects on time with minimal supervision mandatory
- Ability to develop good relationships with company employees assigned to LAC accounts is mandatory
- Ability to work independently as work well as a member of the Library Associates team is mandatory
- Excellent oral and written communication skills, with an ability to create and develop relationships
- Ability to manage, execute, and follow through with multiple tasks
Preferred:
- MLS Degree is a plus
- Experienced in and knowledge of library environment a plus
- Experienced in customer relationship management programs
- Good knowledge of customer business needs and workflows
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