Careers at the Planet group

Client Support Rep

Acton, MA 01720

Posted: 11/05/2025 Employment Type: Contract To Hire Job Category: Customer Service Job Number: 641170 Is job remote?: Yes

Job Description


Client Support Representative supports customers through the certification process.
Job Purpose
  1. Proactive Client contact
  2. Aid in maintenance of various reports of status
  3. Create and maintain client information in our database
  4. Responsible for complex clerical assignments following established procedures
  5. Secures information from various sources in production of reports and listings
  6. Interacts with clients in a professional manner to provide assistance when needed
  7. Process customers through the certification process
  8.  
  9. Principal Tasks:
Responsible for the primary Client support for all divisions from the point of management service agreement. Once appointed these accounts will remain under the support of the assigned Coordinator until reassignment becomes necessary.
Specific duties are:
  • Day to day maintenance and security of assigned Client in database.
  • Direct support of assigned Client requirements & needs
  • Scheduling of all audit activities for our USA global customers as well as contracted clients through our global offices
  • Questions and answers
  • Requests and inquires
  • Updates information and new developments
  • Provides client or our agent/office notifications of activities
  • Levels of Client satisfaction
  • Use of Registration and our Logo
  • Adhering to established KPI’s of the Customer Service Group
  • Support Team Lead with coordination and tracking of KPIs
  • Overdue & Rejected Audit Report Chasing
  • NCR Management
  • Conducted Processing
  • Maintain auditor competency files with Quality Systems Director
 
  • Maintenance of Client Registration
  • Provides work order/activity information and current report templates at audit booking
  • File reviews (unless as defined by accreditation schemes)
  • NCR "chasing" & reviews
  • Support other cell or company initiatives related to the client
  • Support program management efforts as appropriate
  • Certificate Maintenance
  • Multisite audit planners and associated multisite required documents
  • Create budgetary quotes at point of scheduling for Key Accounts
 
  • Financial Support
  • Assist in invoicing Clients (annual registration, pre-activity, re-bill expenses)
  • Agent/office collections
  • Process auditor invoices into database along with associated expenses
  • Chase overdue expenses/invoices
  • Review overdue expenses and report to A/P department for updating
 
  • Business Development
  • Support quote requests from international agents/offices
  • Support USA global client quotation process as needed
  • Support auditor resource needs for international locations in the sales pipeline
  • Coordination of all quote activities associated with agent/office
  1. Qualifications and Experience

2-3 years related Customer Service / Program Management experience.
Knowledge of Microsoft Office and other computer programs
Excellent administrative, communications and telephone skills are essential.
Pay is $26/hr.
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About Acton, MA

Looking to embark on a career journey near Acton, Massachusetts? Dive into a world of endless opportunities in this picturesque New England town nestled among historic landmarks, cozy cafes, and vibrant art galleries. With its proximity to Boston and easy access to outdoor adventures at the nearby Minuteman National Park, Acton offers a perfect blend of small-town charm and big-city amenities. Join us in discovering the rich cultural heritage, captivating theater scene, and delectable local cuisine that make Acton a charming place to live and work. Explore our job listings today and unlock your potential in this enchanting Massachusetts gem!
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