Job Title: Client Care Specialist Level 1

Job Title:

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Employment Status:

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Manage Others:

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Date Approved:

Client Care Specialist ¨C Level 1

Client Services

Client Care Lead

Full Time

Hourly Non-Exempt

No

Individual Contributor

03/27/2013

POSITION SUMMARY:

The position of Client Care Specialist ¨C Level 1 is a client facing role. This person must have the ability to

engage clients in a positive and professional way through the client support process. They must be willing

to work in a team environment and have strong communication skills with clients and fellow employees.

The job responsibilities include managing and leading clients. The duties of this job will include

maintaining the company service standards to provide a consistently superior client experience.

These tasks will vary in description and complexity and the Client Care Specialist ¨C Level 1 will be crosstrained to be effective in all areas. The duties of this job will include working with clients that are new

and existing to work through issues that they are experiencing with their site. The daily duties also include

proactively reaching out to clients by calling and/or emailing to provide status updates to any issues that

they are experiencing.

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE:

1.

2.

3.

4.

Manage Client Concerns and Questions

Facilitate Client Training Sessions

Manage Client Support Experience

Manage Template Sites

BREAKDOWN OF DAILY RESPONSIBILITIES INCLUDES:

1. Manage Client Concerns and Questions

a. Facilitate positive experience for clients calling in with concerns/questions regarding the

application of the CaterTrax System as multiple client requests are handled each day.

b. Perform troubleshooting as necessary to identify what is the cause of issues reported by

clients.

c. Assess and address issues in the CaterTrax application.

? Copyright 2004-2013 Hospitality 101, Inc. All rights reserved. This document may not be copied in part or full without express

written permission from Hospitality 101, Inc. All violations will be prosecuted to the fullest extent of the law.

2.

Facilitate Client Training Sessions

a. Identify when the client has weaknesses in the usage of the CaterTrax system and refer

clients in need of additional training to the Training Administrator.

3.

Manage Client Support Experience

a. Deliver a positive can do mentality in a professional environment that is responsive to client

requests by email and phone in a timely manner.

b. Provide a world class experience with every interaction exceeding client expectations by

finding solutions to client questions and requests.

c. Make sure clients have a point of contact to manage support requests and respond to

requests in timely manner.

d. Identify any gaps in the support process and work with the Client Care Lead to address and

resolve the gaps.

e. Participate in team meetings in an effort to understand team priorities, offer solutions, and

suggestions for process improvement.

f. Make recommendations for product and process development based on client feedback.

g. Answer telephone calls, emails, and/or support tickets submitted by clients.

4.

Template Sites

a. Maintain template sites based on updates to the CaterTrax system.

b. Maintain template sites based on feedback from Clients.

c. Maintain template sites based on feedback from CaterTrax sales group and/or product

development group members.

d. Communicate changes to template sites.

e. Continually update documentation.

OTHER RESPONSIBILITIES:

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Willingness to work as a team to identify client needs.

Willingness to move within the organization when needed to assist other areas.

Willingness to work collectively in the developing documentation.

Willingness to provide recommendations to improve process and client experience.

Willingness to work as a team communicating throughout the day.

Willingness to respond to client requests by email and phone.

Willingness to monitor progress regarding site development for all sites.

NOTE: All members of the Client Services Team are expected to be flexible enough to change roles

as needed and perform additional and/or different functions other than those outlined above in

order to best serve our clients.

? Copyright 2004-2013 Hospitality 101, Inc. All rights reserved. This document may not be copied in part or full without express

written permission from Hospitality 101, Inc. All violations will be prosecuted to the fullest extent of the law.

QUALIFICATIONS AND EXPERIENCE INCLUDES:

Education and Experience:

High School Diploma is required and experience in the foodservice is preferred.

Experience with Excel, Outlook and Microsoft Word.

Possess an in-depth knowledge of the applications associated with the CaterTrax sites.

Must have experience with all internet browsers.

Skills and Abilities:

Strong problem solving skills and the ability to work independently as well as within a team.

Excellent communication skills, both verbal and written.

Excellent organizational skills and ability to multi-task in fast-paced dynamic environment.

Strong attention to detail and good interpersonal skills.

Strong decision making and problem solving skills.

Ability to work in team environment to handle multiple aspects of integrating new clients into

system and maintaining high level of expectation in care of existing client base.

Core commitment to client satisfaction and the ability to problem solve, think flexibly, focus on

desired results, and follow up to ensure client satisfaction.

RELATIONSHIPS:

Work with individuals internal to the organization to ensure that efforts are focused on the

client.

Participate on company teams and committees as appropriate to ensure integration of activities.

Work with individuals external to the organization.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Work in a standard office environment utilizing a computer, and normal office equipment (e.g.,

copier, fax, scanner, and calculator).

NOTE: Shifts may be scheduled between the hours of: 8am ¨C 8pm Tuesday through Thursday

AND 8am - 5pm Monday and Friday

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Based on Business needs to achieve group specific goals, additional hours outside of the

standard office hours may be required.

? Copyright 2004-2013 Hospitality 101, Inc. All rights reserved. This document may not be copied in part or full without express

written permission from Hospitality 101, Inc. All violations will be prosecuted to the fullest extent of the law.

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