Client Concierge

Electronic Environments is an industry leader in customized residential technology solutions. For over 30 years, our focus is to provide clients with simple-to-use solutions of the latest A/V and environmental controls. EENY brings unmatched knowledge and experience along with the highest standards to our clients in the New York Tri-state area and beyond. We pride ourselves having driven and collaborative teams: exceptional people delivering exceptional results! Join our diverse group of highly talented individuals who contribute to Electronic Environment’s fast paced, casual, and supportive work environment.

The Client Concierge works to build, strengthen, and maintain relationships with EENY clients. As a member of our Client Experience Center, they are a versatile individual contributor and will be responsible for client delight, proactive support programs and initiatives, client account services, monitoring VIP care, and general administrative tasks.  The role has an evolving nature and would best fit an individual with an “all-rounder” characteristic who is entrepreneurial as well as eager and passionate about operating with a good blend of creativity, action, influence & negotiation.  To be successful requires an “activist” mindset with a deep understanding and passion for our Client Experience mission, and someone who can build external & internal relationships. 

Job responsibilities include, but are not limited to, the following:

• Client Delight
  • Assist with inbound & outbound Service Desk tasks, including screening all inbound calls to determine who at EENY can best help our client, partner, or vendor.
  • Ensure proper Service onboarding of completed projects.
  • Implement and coordinate Client Experience Program:
    • Coordinate Client Surveys
      • End of project: Track 90 days from Service onboarding through CW & Parasol
      • Periodically (campaign or initiative driven)
    • Regular phones calls
      • To VIP clients after a “break-fix” Service engagement.
      • Check in with new client at 3-month, 6-month, 1 year mark.
      • Check in with VIP clients quarterly or yearly (dependent upon VIP Tier).
    • Coordinate new client welcome packages, VIP gift baskets, birthday/anniversary cards, etc.
    • Proactive emails regarding industry/vendor/system changes
      • Coordinate with Sales/D&E

• Proactive Support
  • Perform outreach to existing EENY clients that have a need or interest in SLA offerings; create, submit, and follow-up on SLA proposals as needed.
  • Create & monitor process to ensure proper cadence of SLA renewal efforts.
  • Monitor preventive maintenance (PM) activities for active SLA plans.
    • Work with Service Desk to ensure PM visits are scheduled in advance and in accordance with frequency outlined in SLA plan.
    • Review field reports upon completion of PM visits to identify remaining actions and/or new Sales opportunities.
    • Follow-up with client as needed with a summary of PM visit that includes work performed, issues found, status of issue resolution, etc.
  • Monitor Parasol onboarding of new sites as projects are completed.
  • Monitor Parasol activity reports for potential “break-fix” engagements required for VIP clients.

• Account Services
  • Own coordination of ISP service requests for new installs as well as for VIP client “break-fix” issues.
  • Maintain records associated with client account information (ISP account details, login credentials for streaming services, etc.).

• VIP Care
  • Monitor “break-fix” Service activity of our most important clients to ensure timely fulfillment of needs. This includes “end-of-day” check-in with our Service Desk to ensure all VIPs have received a response or update on pending requests.  Assist with VIP engagement via phone, text, or email as needed.
  • Own and distribute weekly report to Sales/Management that summarizes “break-fix” VIP activity.
  • Maintain VIP list in ConnectWise (CW); engage with Director of Client Experience to define VIP tiers.

• Administrative
  • Assist Director of Client Experience with various day-to-day department needs / tasks, such as running reports, updating KPI scorecards, and other admin tasks as needed.
  • Provide general operational support including data entry, mailing, emailing, scanning, uploading documents, answering phones and setting-up meeting space.
  • Develop and maintain written systems of business activities on an ongoing basis.
  • Assist other staff with client-related tasks as needed, such as training guides & project coordination.

Job Requirements: 

• Prior experience in hospitality or fast-paced call center a plus!
• Must be an adept and nimble over-communicator while interacting with stakeholders at all levels.
• Demonstrated ability to self-motivate and follow-through.
• Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
• Ability to think both strategically and tactically and to drive execution. Should be equally comfortable with long term planning and day-to-day progress tracking and execution.
• Proven track record of taking ownership and of delivering results in a fast-paced environment.
• Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
• Demonstrated desire for continuous learning and improvement.
• Aptitude for working within multiple software platforms; prior experience with ConnectWise or similar CRM centric ticketing systems a plus.