Client Services Analyst

The Client Services Analyst is responsible for being the first point of contact to our clients. The role will support clients, sales, operations and accounting throughout the public booking process. This role is focused on the quality of client care throughout the booking process, either through proper phone or email communication, data entry or reporting.

Work Schedule

Typical work hours are Monday – Friday, 8am – 6pm however this role requires flexibility in work schedule to meet project requirements and some overtime is expected. This is a shift role with the expectations that the customer service desk will be covered from 8 AM through 6PM daily.

Duties

• Answering incoming calls, emails, etc. and provide general information about our services
• Administering Learning Management System (EMAN for Fast Lane or, SABA for NetApp or other vendor systems)
• Processing student enrollments from website, phone calls, sales team, chat, etc.
• Coordinating communications with students to include course confirmations as well as managing payment terms with students
• Communicating with the Enterprise Sales Team on a day-to-day basis
• Notifying students of class changes
• Following up on MTM’s to ensure students are contacted by the Sales or Client Services team for quality issues.
• Communicating last-minute bookings to operations to ensure courseware and class logistics can be handled.
• Other responsibilities as assigned including but not limited to: Creating enrollment reports for management, documenting and updating processes, special projects, representing team with other departments and at meetings as needed