Job description
Build a meaningful career
At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.
LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform offered through our Integrated Health Solutions. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.
As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use.
Our employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.
Summary
The Account Service Representative is responsible for servicing a specific client block; providing excellent customer service, consultative support, and completing administrative tasks while driving growth opportunities within their book of business.
The Account Service Representative could work with Senior Customer Success Managers (Account Executives), Customer Success Managers (Account Managers), Client Service Representatives and/or other internal teams and resources, as well as directly with client base. This role is primarily internal and e-mail/telephonic in nature.
Responsibilities
- Respond to client inquiries & service requests pertaining to their programs and services
- Responsible for the execution of client contracts and programs
- Responsible for program governance including review of internal reporting and identification of issues
- Overseeing billing inquiries (review and resolution)
- Issuing reports to clients
- Managing the renewal process with appropriate internal teams
- Responsible for client support, annual planning preparation and meetings where appropriate
- Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, work place training initiatives etc.
- Act as a liaison with internal departments to resolve issues that may arise with clients
- Managing and coordinating Quality Assurance Reviews
- Follow up on manager consultations
- Responsible for updating and utilizing the CRM (Customer Relationship Management) system
Succeeding as an Account Service Representative will require the following core qualifications and skills:
- University degree in Business or a related field, or equivalent work experience
- 3 years of experience in a sales / account management role
- Prior experience in HR, Wellness, and/or EAP considered an asset
- Ability/potential to manage a book of business independently
- Ability/potential to identify and uncover business opportunities
- Proven ability to respond in a timely and strategic manner to the day to day requirements of our clients
- Strong problem solving skills
- Strong organizational, analytical, Project Management skills
- Exceptional written and verbal communication skills
Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.
LifeWorks is an Equal Opportunity Employer. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to
talentacquisitiononboarding@lifeworks.com
Fulfilling work that matters
LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.
At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.
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