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Implementation Specialist I-Client Services in Etobicoke, Canada at Stericycle

Date Posted: 2/4/2018

Job Snapshot

Job Description

The Client Services Implementation Specialist I is responsible for managing implementations of Stericycle’s SQ and MQ customers for core services and new products. Responsibilities will include managing all aspects of implementations/terminations, including quality checks and reviews. This position will facilitate transition meetings, and work with clients to seamlessly move from Sales through the Implementation phase (post -contract) and through the transition to Account Management (post-implementation). Additional tasks to be performed are, conducting weekly implementation meetings with new clients, administrative set up of clients within system applications, coordinating all implementation & termination efforts with other functional departments, facilitating the internal weekly Implementation/Termination Meeting, entering and reviewing data into the system for client implementations and performing all tasks associated with the various implementation types as warranted. This position will interface with clients via email, phone and meetings to assist with the implementation process.
Key Job Activities:
• Manages the implementation of new accounts for SQ and MQ clients.
• Develops programming requirements and design, communicating requirements to the programming team.
• Anticipate customer needs and proactively develop solutions to meet them.
• Makes recommendations regarding site and functionality fit.
• Conduct quality assurance and testing of each implementation to ensure quality.
• Works with Client Services and Call Center Operations to ensure a smooth “Go Live” for new accounts.
• Manages and resolves any operational and system issues that impact client services during the go live.
• Resolve customer concerns in a timely fashion as related to the implementation process.
• Understands the various systems and platforms and the interdependencies of systems used to deliver service to clients.
• Maintains knowledge and understanding of ComSol systems, applications and tools.
• Maintain knowledge of ComSol products and services and attends all product training provided.
• Recognize at-risk triggers and/or need for escalation to manager.
• Performs other duties as assigned.

Job Requirements

Education and Experience Required:
Education equivalent to a Bachelors degree or the equivalent in related experience.
Minimum of two years as a Customer Relations Account Specialist or Account Design Specialist, or two or more years working in a client service environment.
Demonstrates a full understanding of call processes and complex account layouts.
Demonstrates an advanced understanding of internal call center systems, applications and databases.
Demonstrates intermediate-advanced computer skills including Windows, Microsoft Office, Project, Visio Internet Explorer or similar web browser.
Demonstrates beginner-intermediate understanding of SQL.
Key Competencies:
Demonstrated applicable experience in customer service.
Strong project management and time management skills.
Organized and detail-oriented with strong follow-up skills.
Ability to adhere to strict deadlines.
Ability to establish good working relationships both internally and externally.
Effective written and verbal communication skills.
Demonstrated experience in presentation skills.
Demonstrated ability to efficiently manage own time, activates and resources. Identify specific activities required to accomplish objectives, rank them in order of importance and coordinate and take action to achieve desired results. Must have ability to prioritize complex multiple activities and projects. Recommend improvements to streamline processes and drive efficiency