Location - In office, or Hybrid (In office Tuesday, Wednesday and Thursday) and remote or in office on Monday and Fridays

Wage: Starting wage at $19.40/hour plus performance based tiers (The average wage for this team is $22.98.)

Overview

The Client Portfolio Manager serves as the primary point of contact and trusted advisor for our current clients. This is a highly visible role that blends analytical problem-solving with expert client relationship management.

We are looking for a candidate who values analytical thinking and can reason independently to resolve complex client concerns. If you thrive on being challenged, enjoy managing client relationships, and excel at independent time management, this position is for you!

What You Will Be Responsible For:

This role requires a balance of communication, organization, and problem-solving, with key responsibilities falling into these areas:

Client Communication & Relationship Management

Serve as the primary client contact, communicating effectively via phone and email.
Develop beneficial, long-lasting client relationships, ensuring high satisfaction.
Expertly communicate cause-and-effect explanations to clients regarding their concerns.
Collaborate closely with Account Managers to ensure all client needs and service expectations are consistently met.
Lead or participate in regularly scheduled client calls to review performance and address issues.

Organizational Strategy & Workflow Management

Strategically organize and prioritize your workload by filtering incoming communications based on urgency and impact.
Monitor client issue trends and propose system improvements to enhance service delivery.
Strategically delegate and follow up on client issues with internal teams to ensure prompt and accurate resolution.
Work with all internal teams to ensure a smooth and efficient bill payment and utility management process.

Problem Solving & Reporting

Communicate challenges to leadership and clients to brainstorm and implement solutions.
Identify and correct data accuracy issues throughout the bill payment process.
Compile routine and customized client reports using company software, including collaborating with the IT department for specialized requests.
Perform various data entry and maintenance tasks within company software to ensure client portfolio integrity.

Qualifications

Able to explain complex ideas, both verbally and in writing, using clear, professional language
Able to expertly prioritize important and urgent work to meet deadlines
Have a capability to solve a range of issues from redundant to complex
Can independently analyze and reason to make unaided decisions
Have a desire to form long-lasting relationships with clients and account managers
Have the ability to stay positive and productive under pressure, while providing and receiving constructive feedback

Education & Experience

Direct customer contact experience preferred
Intermediate skill with Microsoft Excel, Word, Google Services, and Conservice software
6 months with the company preferred - with a thorough knowledge of Synergy and Conservice processes

Conservice is the largest utility management and billing company in the United States, offering a suite of solutions developed on an industry friendly platform. These solutions include the installation of utility sub-meters, billing each resident for their individual utility usage and other monthly charges, and a utility management program that handles a client’s utility invoice process from payment of the invoices, to rate analysis and procurement. Conservice focuses on meeting the specific needs of their clients by offering fully integrated solutions that greatly reduce operating costs and promote conservation, while maintaining an unmatched level of customer service to both the customer and resident.

Client Relationship Manager