Associate Client Relationship Specialist

Description

Butler / Till is a results-driven marketing agency offering deeply collaborative client experiences, proprietary technology, and world-class partnerships.

At Butler / Till, we take immense pride in our independent, women-owned and led status, our unwavering commitment to a purpose-driven approach, our B-Corp status, and our unique structure as a 100% employee-owned company (ESOP).

SUMMARY

The Associate Client Relationship Specialist is a customer advocate and problem solver responsible for managing the client experience, providing exceptional customer service, and resolving issues or complaints.

They serve as the first point of contact for clients, triaging inbound requests, answering questions, and determining the appropriate course of action.

This role requires strong communication, public relations, and customer service skills, as well as the ability to develop trusting relationships and achieve customer satisfaction.

Key Outcome : Provide excellent customer care and satisfaction.

Key Responsibilities :

• Professionally handle incoming requests (phone / email / webform / chat) from customers, being the first line of contact.
• Clearly articulate basic information both orally and in writing, utilizing provided reference materials.
• Deliver exceptional customer care, resolving issues or complaints promptly and professionally.
• Escalate questions requiring additional knowledge or experience to the appropriate team for further assistance.
• Create and maintain customer loyalty by exceeding customer expectations.
• Work independently, demonstrating consistent follow-through.

Key Outcome : Support customer education and basic marketing understanding.

Key Responsibilities :

• Educate customers on components of their advertising program at a basic level.
• Demonstrate a fundamental understanding of marketing theory.
• Utilize knowledge of marketing strategies such as branding, paid search, and digital content.

Key Outcome : Contribute to team collaboration and success.

Key Responsibilities :

• Collaborate effectively with team members, working in a team-oriented environment.
• Maintain organized and detail-oriented work, multitasking effectively.
• Manage internal and customer relationships, displaying flexibility and intuition.
• Demonstrate dedication to learning and developing the necessary skills for success in the position.

Other Responsibilities :

• Stay updated on industry trends and developments related to customer service and marketing.
• Adapt to changing customer needs and expectations.
• Assist in the improvement of customer service processes and procedures.

Requirements

Required

• 1+ years of Customer Service experience.
• Associate's Degree in Marketing, Business, Consumer Relations, or a related field
• Computer Skills : Proficiency in Microsoft Office tools, including Word, Excel (including pivot tables), and PowerPoint.
• Experience using customer service systems and tools.
• Strong public relations, written and verbal communication, and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent organizational and multitasking abilities with attention to detail.
• Flexible and intuitive personality, capable of managing internal and customer relationships.
• Energetic and dedicated to continuous learning and skill development.

Preferred

• Bachelor's Degree in Marketing, Business, Consumer Relations, or a related field.
• Digital and Traditional Marketing knowledge.
• Familiarity with Google Docs or PowerBI.

CORE COMPETENCIES

• CUSTOMER FOCUS / CLIENT INTIMACY : seeking to understand client business challenges / needs and delivering continuous value to our clients.
• COLLABORATIVE : working with teams and across the organization with ease.
• OWNER AGILITY : able to continuously learn and quickly adapt to changing circumstance.
• RESULTS DRIVEN : accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments.
• DISCIPLINED : Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting.
• EEO DISCLAIMER

WORK ENVIORNMENT & PHYSICAL DEMANDS

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office.

An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers.

The noise level in the office environment is usually moderate. (I.e., business office with computers and printers, light foot traffic, etc.

Reasonable accommodation may be requested to enable individuals to perform the essential functions.

Commitment to Diversity, Equity, Inclusion and Belonging

Our dedication to Diversity, Equity, Inclusion, and Belonging (DEIB) is a cornerstone of our culture. We believe that the diversity and inclusivity of our workforce are sources of strength.

As you become part of our community, you'll discover that we are dedicated to creating a positive impact, not only for our clients but also for the communities where we live and work.

EEO DISCLAIMER

Butler / Till is an Equal Opportunity Employer to all employees and applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

COMPENSATION

Butler / Till is committed to providing pay transparency of our compensation philosophy and ensuring equitable pay practices for our employee owners.

The compensation range for this position is $36,000- $52,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.

This is just one component of Butler / Till’s total compensation package for employee owners. The total compensation package for this position may also include other elements, including ESOP (employee stock ownership plan), an annual bonus, in addition to a full benefits package, and paid time off benefits, including 100% paid parental leave.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.