Job Information
Immediate Mailing Services Client Services Associate in Liverpool, New York
Client Services Associate
Department: Client Services
Reports to: Client Service Team Lead
Location: Liverpool, In-person
Full-Time: A typical work schedule is standard business hours, with the flexibility required to handle escalations or support during peak times or special projects.
Schedule: Monday - Friday 3:30 pm to 12:00 am
Pay Schedule: Weekly
Non-Exempt: Compensation starts at $35,360 to $39,520 annually, depending on experience
Benefits: Begin the first day after the first two full months of employment
2nd Shift, +$1. hour Shift Differential
3rd Shift, +$2. hour Shift Differential
**The salary range reflects the anticipated compensation for the role and may vary based on several factors, including experience, education, specific skill sets, tenure, and overall fit. We value each person’s contributions and understand that every role has unique requirements that influence compensation; however, different roles may require different levels of expertise and qualifications, which can affect compensation. While we strive to maintain fairness and consistency across the organization, differences in responsibilities, qualifications, and market conditions may result in varied compensation levels. Our goal is to ensure that compensation remains equitable, aligned with the demands of each position, and reflective of each employee’s unique value.
Position Summary
The Client Services Associate supports client accounts by delivering excellent customer service, handling inquiries, and coordinating internal communication to ensure accurate and timely service delivery. This role involves working closely with team members across departments to resolve client requests, assist with troubleshooting, and uphold high standards for client satisfaction. This entry-level position offers growth opportunities within our Client Services department.
Essential Duties
The essential functions include, but are not limited to, the following:
Act as the first point of contact for clients, responding to inquiries promptly and professionally via phone, email, or other communication channels.
Coordinate with internal teams to manage client projects, including tracking timelines, ensuring deliverables meet specifications, and updating clients as needed.
Maintain accurate records of client interactions, feedback, and requests in the client management system.
Assist in identifying client needs and work to provide solutions, escalating complex issues to the Client Services Manager as required.
Support preparing client reports, presentations, and documentation to enhance service quality and client experience.
Participate in team meetings and training sessions to stay updated on product/service knowledge and best practices.
Additional Responsibilities
- Employees may be required to perform duties outside their primary responsibilities or assigned department, as reasonably requested by management. These duties may occasionally occur outside of regular working hours, provided they align with applicable labor laws and are compensated fairly and appropriately, reflecting the value of your contribution to the organization.
On-Call Requirements
If you are called in to work outside your regular schedule, you are expected to work at least four hours unless otherwise directed by management.
Minimum Qualifications
Education: A high school diploma or equivalent is required; an associate or bachelor’s degree in business, communications, or a related field is preferred.
Experience: 0-2 years of experience in customer service, client relations, or administrative roles, ideally in a professional office environment.
Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Familiarity with customer relationship management (CRM) software is a plus.
Communication Skills: Strong written and verbal communication skills are essential for managing client interactions and internal coordination.
Organizational Skills: Managing multiple tasks and prioritizing in a fast-paced environment.
Problem-solving abilities: Basic problem-solving skills to address client concerns and handle routine inquiries independently.
Experience in a client-focused role, ideally within the printing, mailing, or digital services industry, is preferred.
Basic knowledge of CRM systems, such as Salesforce or similar platforms, to maintain client records and track interactions is preferred.
Must be able to read, write, and clearly communicate to perform essential job functions, including understanding work instructions, writing reports, and interacting with customers and colleagues.
Decision Making
Decisions generally affect the position or specific functional area. Problems encountered are routine and somewhat repetitive and generally solved by following clear directions and procedures.
Independence of Action
Work is closely monitored by the supervisor/manager; detailed instructions and procedures are generally provided.
People Management
Not responsible for supervising others.
Physical Demands and Work Environment
The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully.
Standard office environment with a moderate noise level.
Some work may be performed in a warehouse or production facility environment.
Primarily, it is a passive role that involves sitting for extended periods.
Frequent computer use, including typing and viewing a monitor for long periods.
Occasional lifting of office supplies or documents weighing up to 20 pounds.
Ability to move around the office to assist team members or attend meetings as necessary.
Regular interaction with team members, management, and other departments within the company.
May require occasional extended hours or flexibility during peak periods or when handling escalations.
Note
This job description in no way states or implies that these are the only duties to be performed by this position's employee(s). Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements. They are subject to possible modification to accommodate individuals with disabilities reasonably.
Immediate Mailing Services, Inc. is an equal-opportunity employer and values diversity. Immediate Mailing Services, Inc. is a drug-free workplace that complies with applicable ADA regulations. Immediate Mailing Services Inc. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age/ Immigration status / Criminal Convictions or any other protected class/ status. Immediate Mailing Service Inc. is committed to diversity and inclusion. We seek employees and customers from all backgrounds to join our teams, and we encourage them to bring their authentic, original, and best selves to work. Our employees are expected to do the same. All employment decisions are based on qualifications, merit, and business needs. The company is an equal opportunity employer, a drug-free workplace, and complies with ADA regulations as applicable, including Veterans Disabled.
To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to their health, safety, or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.