Client Support Specialist: West Reading PA



REPORTS TO:  Director MPS/Solutions MNS



The Client Support Specialist serves as the point of contact during and after onboarding of a client is completed.  The main focus being centered around timely account reviews with all of our existing clients with a focus on our services initiatives in addition to reviewing current hardware maintenance and billing information.  
Essential Function
Responsible for assisting with the client onboarding process as needed and coordinated by the sales representative. Communicating and meeting with the client by providing customer support and training.   Manage and update critical account information using the CRM tool.  Responsible for communicating with other internal team members, specifically branch sales managers as to the completion of account reviews in assigned region.  Provides initial, follow up and ongoing client technology training to key operators and end users. Provides client Welcome packet, ensuring client understanding of invoicing procedures, service and supply requests.   Schedules 45/90-day account reviews, resolving any issues or concerns.  Attends client account reviews with or without primary sales representative and provides data and strategies necessary for client presentation.  Supports sales manager by assisting with marketing promotions, sales blitzes and email promotional lists.  Focus and training will be heavily weighted towards our services initiatives, i.e. solutions, IT services and managed print services with the responsibility of effectively presenting our services initiatives to the client.  

Performance Factors 
Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious, about assignments and achieving customer deadlines. Participation and attendance required in all sales meetings.

Communication, Contact and Relationships:  The employee is proficient and professional with the ability to effectively communicate both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company. Must possess the ability to work well with others on the team and earn trust through consistent follow through on commitments, tasks, and timelines.  

Travel: This position requires travel to customer locations, other office locations, training sessions and trade shows, outside the local area.  A Certificate of Liability is required from your automobile insurance carrier. 

Product Knowledge:  Must have a total understanding of all products and services sold by the Company.  


Bachelor’s degree or related field. 1-3 years of relevant experience in B2B marketing and/or communications preferred. Superb marketing, communication and presenting skills, including writing and editing. Strong operational and business acumen with strong technical aptitude. High attention to detail. Experience with communication channels, including direct e-/mail, multimedia, web and social media. Experience with Microsoft Office suite. Must possess a valid driver’s license. 

Physical Demands
The position would require the ability to talk by expressing or exchanging information by means of the spoken word, as well as vision, and hearing by perceiving the nature of sounds by the ear.  This position would require to ability to walk, sit, stand, bend, or climb with the possibility of lifting/moving equipment not to exceed 50lbs.

Position Type/Expected Hours of Work 
This is a full-time position. Days and hours of work are generally Monday through Friday, 8:00 a.m. to 5 p.m. Flexibility during certain periods might be required, depending on project deadlines and meeting project commitments. 


This job description has been approved by all levels of management: 


Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position. 

Employee__________________________________ Date_____________