Description:

The Client Service Managers must be passionate about service excellence. This role leads a critical business group to insure our customers receive consistently superior service. The Manager will guide the team in the day-to-day operations and strategic direction for the department.  Coach, develop and evaluate the performance of staff.  Work with peers to identify/implement process changes, improvements and efficiencies and ensure solid business practices. Lead and direct the work of others.  This position with be in the evening.

Duties and Responsibilities:             

• Provide leadership and direct supervision for the Client Service staff.
• Work with the management team to align departmental policies with Company objectives.
• Develop, implement & communicate procedures pertinent to the effective operation of the department.
• Evaluate the performance of direct reports and provide coaching and mentoring.
• Work closely with Training & Development Department on staff training and continued development, including identifying and mitigating training gaps.
• Collaborate with Regional VP of Service & Operations, VP of Sales and Sales Managers to ensure customer satisfaction in all areas.
• Recommend additional service offerings based on internal and external feedback from clients.
• Assign and maintain client assignments.
• Collaborate with clients to establish and maintain performance standards (SOP and SLA) to meet service goals.
• Work closely with Billing Department on all billing reports, practices and inquiries.
• Process all regional Order Change Requests.
• Monitor  and  analyze Discrepancy Reports to identify necessary process changes.
• Communicate across all departments on internal policy, issues and day-to-day client issues.
• Participate in weekly management meetings.

Credentials/Experience/Skills:           

• Strong interpersonal skills and ability to work effectively individually and with a team
• Exceptional written and verbal communications skills
• Exceptional organizational skills
• Advertising industry knowledge
• Must have excellent follow-up skills and pay close attention to details
• Comprehensive computer knowledge; PC and Macintosh helpful
• Knowledge of Internet applications
• Management experience a plus