Client Operations Specialist

Job Summary:

The Operations Specialist will be responsible for driving client retention by managing account-specific needs and ensuring the operations team upholds operational excellence. This will include cross-functional collaboration with the operations, quality assurance, sales, and client services teams to resolve complex account issues, manage action items, and enhance overall service delivery. They will play a key role in helping the company maintain its strong client relationships by ensuring smooth and efficient internal operations across all accounts.

Job Responsibilities:

• Serve as an expert on all client and test accounts, understanding their values and ensuring our services align with expectations, driving client conversion and retention through consistent and superior service delivery.
• Provide guidance and support to the operations team on account-specific questions or issues, helping them navigate the unique needs of each client.
• Ensure all deliverables meet both client and internal standards, maintaining high-quality service across all accounts.
• Identify areas for improvement in operational workflow to reduce bottlenecks and ensure client needs are met in a timely manner.
• Collaborate with the operations and client services teams to address escalated account challenges and resolve complex issues promptly.
• Manage action items for specific accounts, ensuring timely resolution and appropriate follow-up.
• Partners with the client services team in auditing accounts to ensure accuracy and quality.
• Support the training of the operations team, with a specialty focus on account-specific knowledge and client expectations.
• Additional tasks as needed to support the success of the operations team.

Qualifications:

• Bachelor’s Degree in a related field, or equivalent experience, is required.
• 2 years of experience in operations, customer service, customer retention, or a similar field.
• Strong understanding of client-specific needs and how to navigate internal teams.
• Proven experience in ensuring high satisfaction of service delivery.
• Strong ability to multitask, managing multiple and shifting business needs simultaneously.
• Exceptional organizational and time-management skills, with the ability to prioritize based on account urgency.
• Proficient with MS Office applications.
• Demonstrates discretion; understands the importance of sensitive and confidential material.
• Exceptional attention to detail.
• Excellent written and verbal communication skills.

About Pembroke & Co.:

Founded in 2015, Pembroke & Co. is a full-service consulting firm based in Boston, MA. We are experts in new business consulting, existing business operations, loss prevention strategies, human resources services, and more.

Pembroke & Co. has a culture built on the ethics and morals of the highest standard. We are self-starters, resourceful innovators, and creative thinkers. We believe in transparency with our clients as well as with our team members. Open discussions where everyone’s voice is heard are the key to our strong foundation.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Boston, MA 02116