Integrated Marketing Systems (IMS), a Dodge Data & Analytics Company, (http://www.imsinfo.com) is a nationally recognized research firm that offers Architectural, Engineering and Construction firms critical information they need to pursue current and upcoming public-sector projects.

IMS offers a competitive starting wage, medical/dental/vision insurance, 401k and room for advancement.

POSITION SUMMARY:

The CLIENT RELATIONS REPRESENTATIVE'S role is to improve and maintain customer engagement and satisfaction by resolving customer issues and providing product support and training. To grow, revise and renew existing accounts as well as retain and restart canceling accounts. Responsible for complete account management by completing strategic and deliberate contact points designed to build and improve the relationship between IMS and the customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service inbound customer service requests (e.g. incoming phone calls, email requests and “Contact IMS” requests from IMS' website) in a professional and timely manner;

• Monitor feedback received and determine the appropriate course of action to ensure customer satisfaction and continuous improvement;

• Schedule and conduct phone demonstrations of Client Portal with active and potential clients;

• Seek opportunities to grow current customers by managing and supporting trials for subscribers testing new regions and/or settings;

• Coordinate with Customer Success Lead on billing changes for active clients;

• Quickly and effectively uncover reasons for requested cancellations by overcoming objections and reinforcing product features and value;

• Manage and execute an ongoing schedule of client retention (3-day, 3-month, annual check-in);

• Proactively contact renewing clients with a courtesy call and email to ensure continued customer satisfaction and account renewal;

• Accurately follow standard operating procedures for all account interactions within the Staff Portal system;

• Represent IMS professionally and accurately in all verbal and written customer interactions;

• Perform other sales support functions as assigned based on business needs (such as reporting and special projects).

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands/conditions described below are representative of those that must be met/tolerated by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Sitting at a desk for sometimes long and continuous periods of time;

• Answering or making calls on the telephone for sometimes long and continuous periods of time;

• Using a keyboard to communicate through written means for sometimes long and continuous periods of time;

• Looking at a computer monitor for sometimes long and continuous periods of time;

• Exposure to low to moderate noise levels.

QUALIFICATIONS:

Incumbents must demonstrate the ability to: appear for work on time; follow directions from a supervisor and interact well with co-workers; understand and follow work rules and procedures; comply with corporate policies, goals, and objectives; and exhibit professionalism, initiative, and commitment.

In addition, the education, experience, and other skills listed below are representative of the knowledge, skills, and/or abilities required.

EDUCATION:

• High School degree required; college degree (associate or bachelor) preferred.

WORK EXPERIENCE:

• 2 to 4 years of experience in customer service, account management, marketing, or sales.

KEY SKILL SETS:

• Strong interpersonal skills and aptitude for customer service required;

• Business-to-business communication skills (excellent oral and written communication);

• Ability to easily learn product and industry knowledge;

• Ability to self-monitor and continuously improve performance results;

• Decision-making and problem-solving ability;

• Organizational skills and ability to effectively multi-task in a high-volume transactional environment.

EQUIPMENT AND APPLICATIONS:

• Working knowledge of MS Office Suite;

• Working knowledge of standard office equipment including copiers, fax machines, scanners, a phone system with multiple incoming lines, etc.

LOCATION:

San Diego, CA - three blocks from the ocean in Pacific Beach

_ IMS, A DODGE DATA & ANALYTICS COMPANY, IS A STRONG ADVOCATE OF WORKFORCE DIVERSITY, AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER AND DOES NOT DISCRIMINATE BASED ON ANY LEGALLY PROTECTED STATUS OR CHARACTERISTIC: MINORITY/FEMALE/SEXUAL ORIENTATION/GENDER IDENTITY/DISABILITY/VETERAN._