Client Relationship Associate

NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we’ve embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence—all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it.

Role Overview

As a member of the Client Relationship team, the Client Relationship Associate supports the team with day-to-day activities   required to support the client. This includes emails, phone calls, messaging, data entry, reporting, audits and documenting interactions. Successful associates must have strong communication skills, be detail-oriented, demonstrate the ability to multi-task and prioritize their work, and be able to work in a fast-paced environment.

All Associates are required to meet expectations for attendance and punctuality, deal honestly and fairly with co-workers, management, and the general public, promote a positive work environment, and to operate efficiently within their roles. Each associate is expected to work to meet or exceed all departmental goals and deadlines and to maintain professional internal and external relationships that meet company core values, while delivering exceptional customer satisfaction overall.

Reporting directly to the Senior Client Relationship Manager, All Client Relationship Associates will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology team members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages. 

We’re seeking a Client Relationship Associate who demonstrates strong communication skills, attention to detail, the ability to multi-task and prioritize their work, understand financial concepts and be able to work in a high-paced environment.

Role Specifics

More specifically, your key job tasks will be to:

• Handles Client Relations inbox, including but not limited to:
  • Entering work orders
  • Responding to Clients, ISPs, and internal NEST personnel (QA, team members, )
  • Corresponding with Clients on escalate issues with support from the CR group
  • Escalating e-mails to CR group as needed
• Execute data entry tasks assigned both an efficiently and with high quality
• Run client and audit reports on directed schedule
• Leverage NEST Portal Tools to mass update work orders
• Draft and correspondence of Client Emails (Updating external systems [i.e. Service Channel, Work Oasis] & NEST Portal)
• Understands and supports Client Relations team in handling client work orders in System Z (Dispatch, Follow Up, Scheduling, Quotes, ).
• Order Supplies via Staples or Home Depot (SupplyWorks)
• Be familiar with Client Relations team client nuances and update Client Playbooks as
• Supports the NEST Operations (Around the Clock teams and ISP Relations) as needed when volume exceeds production capabilities
• Updates CRM with all relevant CR activities, contacts, leads, etc. for the given client
• Demonstrates high level of phone skills including professionalism, courteousness, and proper tone when speaking with customers.
• Demonstrates high level of email/writing skills including professionalism, spelling and grammar, and tone usage.
• Promptly respond to requests/inquiries via phone, e-mail, or communication platforms delivering customer satisfaction.
• Interacts with other departments in a professional manner by proactively establishing and maintaining effective working team
• Interacts with both internal and external customers - members of the NEST network including associates, ISPs, and clients.
• Takes initiative to cross-train oneself within the
• Participates as an "On the Floor Trainer" for new hires and internal cross training for
• Serves as a backup within and across Client Relations teams

Success Factors

NEST is a competency-focused organization, and the exemplary candidate for this role will encompass the following core competencies:

• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how a job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Personal Appearance - Dresses appropriately for position; keeps self well groomed.
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

All employees must successfully complete a pre-employment skills assessment, a background check and drug screening prior to the start of their employment.

This role is Hybrid to our Sewell, NJ office.

NEST is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.