National Client Services Representative

Job Description Summary 

Basic Purpose 

The National Client Services Representative (CSR) serves as the primary point of contact for assigned clients, guiding them through the elevator certificate renewal process with a focus on compliance, accuracy, and exceptional customer service. This role is responsible for educating clients on the required next steps to successfully renew their Certificates of Operation with local Authorities Having Jurisdiction (AHJs), while actively monitoring internal dashboards to track job progress and ensure timely completion across managed accounts. The National CSR also supports field staff and responds to inquiries from elevator companies as needed to facilitate the smooth execution of services.

In addition to operational responsibilities, the National CSR plays a critical role in building and maintaining strong, long-term relationships with key national clients. Through proactive, timely communication and effective issue resolution, the National CSR ensures a seamless client experience throughout the ATIS process. By fostering trust and expanding client relationships, this role directly contributes to client satisfaction, retention, and the overall success of the services provided.

Scope 

The National CSR is responsible for ensuring all internal processes related to assigned accounts are executed accurately and in a timely manner. The role requires consistent communication and collaboration across internal departments, including regular follow-ups and the timely sharing of pertinent account information to ensure seamless service delivery.

As the primary point of contact for clients within an assigned territory, the National CSR actively monitors system dashboards to guide each client through the required next steps in the certificate renewal process. Responsibilities include reviewing system-generated proposals and work orders to verify accuracy and completeness prior to distribution to clients or schedulers, notifying clients when additional services are required, and responding promptly to all account-related inquiries via phone and email. All client interactions, including calls and correspondence, are documented within the system to maintain accurate records and ensure continuity, transparency, and accessibility of information across the organization.

Reporting and Working Relationships 

This position reports to the Senior Manager, Inspections and Compliance Management

Primary Responsibilities (100%)  

Primary Responsibilities

Client Communication & Relationship Management

• Maintain timely, consistent, and professional communication with clients, serving as a primary point of contact throughout the certificate renewal process.
• Address daily client questions, concerns, and compliance‑related issues with accuracy and exceptional customer service.
• Initiate and document outbound renewal and appointment confirmation calls, and send renewal notices, proposals, reminders, and confirmation emails.
• Respond promptly and professionally to incoming communications from clients, inspectors, and elevator companies.

Account & Renewal Management

• Monitor dashboard and pipeline reports to identify upcoming renewals and jobs approaching due dates.
• Identify opportunities to promote additional services and expand device portfolios within assigned accounts.
• Review scorecards to evaluate performance metrics and service improvements.

Internal Coordination & Operational Support

• Serve as a liaison between clients, inspectors, elevator companies, and internal ATIS teams to ensure seamless coordination and issue resolution.
• Maintain detailed and accurate documentation by logging all communications and supporting materials within internal systems.
• Ensure clear and consistent communication across departments to support operational alignment.
• Host meetings with area schedulers and operational teams to build out client schedule to meet annual compliance requirements.
• Participate in internal and external virtual meetings using Microsoft Teams to support collaborative work and report on quality related metrics. 

• Provide guidance and support to inspectors, elevator companies, and internal team members in resolving inquiries and concerns.
• Complete special projects and additional assignments as directed by management or the client.

Work Environment/Physical Demands 

This position operates in a remote or professional office environment.  

Travel 

Minimal travel required. This may include visits to regional offices, company-required functions, and visiting potential acquisitions as necessary. 

Qualifications 

• 3+ years in a Client Service Representative role.  

• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level 

• Solid experience with Office 365 (particularly MS Excel) 

• Proven ability to service and prioritize multiple account management projects at a time, while maintaining sharp attention to detail 

• Excellent listening, negotiation, and presentation abilities 

• Strong verbal and written communication skills 

• BA/BS degree in Business Administration or a related field is preferred  

Competencies 

• Leadership 

• Critical Thinking 

• Communication Skills 

• Organizational Skills 

• Flexibility/Adaptability 

• Exemplary Customer Service 
• Time Management
• Ownership

DISCLAIMER:This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

ATIS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-314-441-3997 or by sending an email to hr@atis.com. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.