Client Services Specialist

Balfour; Mérida; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading client services firm seeks a Client Services Specialist in Mérida, Mexico. This bilingual (English/Spanish) role involves managing client relationships, ensuring satisfaction throughout the event process, and requires strong communication and organizational skills. Ideal candidates will hold a college degree or equivalent experience and possess prior sales, marketing, or customer service experience. Travel may be necessary. A collaborative and proactive approach in a seasonal business is essential.

Formación

• Experience in sales, marketing or customer service.
• Ability to travel within the U.S. including overnight trips.
• Excellent organizational skills with strong attention to detail.

Responsabilidades

• Own the client relationships and manage successful outcomes.
• Handle all details of events, including planning and rebooking.
• Communicate with clients pre- and post-event to ensure satisfaction.

Conocimientos

Bilingual English/Spanish

Excellent communication skills

Organizational skills

Critical thinking

Customer service experience

Educación

BS or BA degree

Descripción del empleo

Client Services Specialist

Resume must be in English.

Compensation Expectation is required.

Bilingual English/Spanish - role works with both MER and US based Employees.

Job Summary

As a Client Services Specialist, you are charged with ensuring the client’s complete satisfaction with superior service at all points of contact. Accurately collecting all pertinent event information and ensuring timely input into our logístical planning and execution system is a must! Developing and maintaining relationships is an integral part of this position. The expectation is to have the client experience with GradImages and Balfour be one of ease and pleasure, and the field execution information flawlessly delivered. Forward thinking, planning ability, and innovation are key to the success of this position.

Essential Duties and Responsibilities

• In collaboration with your Regional Field Manager, the two of you will “own” the client relationships and successful outcome of all events in your region. Collaboration, coordination, and shared ownership are essential to a successful working relationship.
• Manage all details of the events in your region including event planning and rebooking.
• Pre-event:
  1. Obtaining and confirming event details with client in order to communicate event needs to other departments (such as scheduling, production, customer service).
  2. Clearly communicating with other supporting departments to ensure successful handoff of events.
• Post‑Event:
  1. Communicating with the client to ensure that all needs have been met such as special requests, photographer performance, etc.
  2. Sending post‑event communication to include event public relations photos, missing graduate information, and survey requests.
  3. If needed, performing additional recovery of client to ensure their complete satisfaction.
• Conduct contract management annually to include renewals, acquisition, execution, and recovery. In addition, providing support on RFPs, IFBs, and other bids and proposals as they arise.
• Making sure that all regional goals and KPIs are met.
• Utilize soft sales techniques to introduce additional benefits and services to client schools to enhance the current portfolio. This includes, but is not limited to, securing additional photo locations, acquiring contact information for graduates, adding additional events within a current client, working with schools to increase product offerings across brands, etc. The opportunity for new sales is also available.
• Weekly reporting and exceptions by Region for address collection and review, problems occurring at events, visits with clients and rebooking of accounts as assigned by the Regional Account Director or Regional Vice President.
• Perform other duties and responsibilities as assigned.
• As our business is seasonal, some evening and weekend work will be required.

Position Requirements

• A college degree of BS or BA or higher preferred, or equivalent work experience
• Prior sales, marketing and/or customer service experience preferred
• Excellent written and oral communication skills, especially on the telephone and videoconferencing
• Excellent organizational skills with strong attention to detail
• Ability to both work independently as well as within a team environment
• Possess critical thinking skills and confident decision‑making abilities
• Ability to travel within the U.S. including overnight/extended trips
• Valid driver’s license
• Ability to setup a home office space with internet access

Personal Traits

• Self‑motivated and high attention to detail
• Highly effective communicator and prioritizer
• Confident and decisive
• Able to successfully delegate task work to part‑time/seasonal employees
• Proactive, accountable and takes ownership of position responsibilities
• Supreme multi‑tasker
• Motivational and approachable

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Balfour & Co. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Language

• English and Spanish (preferred)