Senior Client Services Specialist

PlanITROI LLC · Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bonaire, Sint Eustatius and Saba, Brazil, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands (Malvinas), Grenada, Guatemala, Guyana, Haiti, Honduras, Jamaica, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, South Georgia and the South Sandwich Islands, Suriname, Trinidad and Tobago, Turks and Caicos Islands, Uruguay, Venezuela, Virgin Islands, British, Virgin Islands, U.S. · posted today ago

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About this role

About PlanITROI

At PlanITROI, we believe technology should create opportunities, not waste. Through industry-leading IT Asset Disposition (ITAD), refurbishment, repair, redeployment, and resale services, we help organizations maximize the value of their technology investments while extending device lifecycles and making affordable technology accessible to schools, families, nonprofits, businesses, and communities around the world.

Behind every successful client relationship is a team committed to responsiveness, accountability, professionalism, and operational excellence. Our Client Services team serves as the critical link between our clients and our operations, ensuring every engagement delivers an exceptional experience from start to finish.

We are seeking a highly organized, proactive, and client-focused Senior Client Services Specialist who thrives in a fast-paced environment and takes ownership of client communication, service execution, reporting, problem-solving, and follow-through.

This is not an entry-level position. We are looking for an experienced professional who understands how to manage client relationships, coordinates across multiple departments, analyzes information, solves problems proactively, and supports business growth through exceptional service delivery. The ideal candidate is a true “rock star” who combines professionalism, urgency, analytical thinking, strong communication skills, and technology proficiency to elevate the client experience and serve as a trusted partner.

Position Summary

The Senior Client Services Specialist is a senior-level, client-facing professional who serves as the operational backbone of the Client Services team. This role owns the day-to-day execution of client account management — from answering client emails and coordinating logistics to auditing operational data, running client calls, and generating quotes — while also leading strategic account activities such as business reviews and growth conversations.

This individual acts as the central coordination point between clients and internal departments including Operations, Logistics, Sales, Finance, and Leadership. They are responsible for ensuring that every client commitment is tracked, communicated, and executed and that nothing falls through the cracks.

Mission of the Role

To deliver an exceptional client experience by ensuring proactive communication, flawless follow-through, operational alignment, and data-driven decision-making while supporting PlanITROI’s mission of transforming retired technology into affordable technology solutions that change lives.

Engagement Type: Remote - Contractor

Location: Latin American countries within the Eastern Standard Time (EST) zone.

Key Responsibilities

Client Email & Daily Communications

Serve as the primary point of contact for all client email communications across assigned accounts, responding with accuracy, urgency, and professionalism.
Manage a high-volume inbox across multiple client relationships simultaneously, ensuring no request, inquiry, or escalation goes unaddressed.
Draft clear, polished, and client-appropriate correspondence for a wide range of situations from routine status updates to complex issue resolution.

Client Onboarding

Guide new clients through the full onboarding process including system access setup, process walkthroughs, documentation completion, and initial operational coordination.
Serve as the client's main point of contact during the onboarding period, ensuring a smooth transition from contract to active service delivery.
Proactively identify and resolve onboarding friction points before they become service issues.

Client Portal Demonstrations & Training

Conduct live demonstrations of the PlanITROI client portal for new and existing clients, walking them through reporting capabilities, data access, and self-service tools.
Ensure clients are fully equipped to utilize the portal effectively and provide ongoing support as platform features evolve.

Logistics Coordination

Coordinate equipment pickup scheduling between clients and the internal Logistics team, managing timelines, confirmations, and last-minute schedule changes.
Serve as the communication bridge between clients and Logistics, ensuring both sides have accurate, timely information on pickup windows, carrier details, and exceptions.
Track open pickup requests and escalate delays proactively before client expectations are impacted.

Operations Team Coordination

Maintain close, ongoing communication with the Operations team regarding unit statuses, locked or held inventory, SLA performance, and service delivery timelines.
Translate operational updates into clear, client-ready communications that set accurate expectations and maintain trust.
Flag and escalate operational issues that impact client commitments, driving internal accountability for resolution.

Receiving Data Review & Error Resolution

Regularly review inbound receiving data for accuracy, identifying discrepancies, missing information, or errors made during the Operations intake process.
Communicate findings to the Operations team and follow through to ensure corrections are made in a timely manner.
Maintain a quality-focused mindset when auditing data, understanding that receiving accuracy directly impacts client settlement outcomes.

Settlement Report Review

Review client settlement reports for accuracy prior to distribution, reconciling data discrepancies and flagging issues for internal resolution.
Communicate settlement details, variances, and resolutions clearly to clients, maintaining a high level of transparency and accuracy.

Operational Calls with Clients

Facilitate and lead recurring and ad hoc operational calls with clients and internal Operations teams, ensuring discussions are structured, productive, and action-oriented.
Prepare call agendas, document meeting notes, capture action items, and own follow-through on all commitments made during calls.
Ensure that client-facing operational calls reflect PlanITROI's professionalism, responsiveness, and commitment to service excellence.

Quote Creation for Transactional Clients

Generate accurate pricing quotes for transactional clients, coordinating with Sales and Operations as needed to confirm scope, pricing, and logistics requirements.
Ensure quotes are delivered promptly and professionally, supporting timely client decision-making and order processing.

Business Reviews & Strategic Reporting

Prepare and deliver Quarterly Business Reviews (QBRs) and periodic account reviews, presenting service performance data, trends, operational highlights, and strategic recommendations.
Create executive-quality presentations and reports that position PlanITROI as a proactive, data-driven partner.
Use account data and operational insights to drive meaningful, forward-looking client conversations.

Meeting Coordination & Client Engagement

Plan and coordinate client meetings including agenda preparation, stakeholder alignment, and timely follow-up documentation.
Maintain a consistent cadence of strategic touchpoints with key client stakeholders to strengthen relationships and stay ahead of evolving needs.

Upsell & Cross-Sell

Identify organic opportunities to introduce clients to additional PlanITROI services including refurbishment, repair, redeployment, resale, and other program offerings.
Position upsell and cross-sell conversations as value-added extensions of the existing relationship, not as sales pitches.
Coordinate with Sales leadership when account growth opportunities require formal proposal development.

Client Retention & Satisfaction

Monitor client satisfaction signals proactively, identifying risks to retention and addressing them before they escalate.
Support renewal activities and long-term account planning in partnership with Sales and Leadership.
Serve as a trusted advisor to client stakeholders — someone they turn to not just for issues, but for insights.
Perform other duties as assigned

Qualifications

Required Experience & Skills

3–7+ years of experience in one or more of the following: Client Services, Customer Success, Account Management, Operations Support, Service Delivery, or Business Operations in an operational environment.
Demonstrated experience in a role where the majority of daily responsibilities were operational and execution-focused — not primarily strategic or oversight-oriented.
Industry experience in IT Asset Disposition (ITAD), Reverse Logistics, Technology Services, Supply Chain Operations, Asset Management, or comparable operations-intensive environments is strongly preferred.
Proven ability to manage high-volume email communications across multiple client accounts simultaneously.
Experience coordinating between client-facing and internal operations functions (logistics, warehouse, operations, finance).
Hands-on experience with data review, reporting, or reconciliation functions.
Experience creating client-facing quotes, reports, or business review presentations.
Demonstrated success managing competing priorities in a fast-paced, detail-intensive environment.
B2B client management experience required.

Skills & Competencies

Exceptional written and verbal communication skills — able to represent PlanITROI professionally in all client-facing interactions.
Advanced English proficiency (C1 level or higher) required.
High attention to detail and commitment to accuracy in all data and client-facing outputs.
Strong organizational and time management skills — able to track multiple open items across multiple accounts without dropping the ball.
Proactive problem-solver who anticipates issues before they escalate.
Self-directed and accountable — does not require handholding to execute consistently.
Comfortable leading client calls and internal coordination meetings.
Professional presence and communication style suitable for executive and client audiences.
Strong analytical and critical thinking capabilities — comfortable reviewing data, identifying anomalies, and drawing accurate conclusions.

Technical Skills

Microsoft Office Suite — advanced proficiency in Excel, PowerPoint, Outlook, and Word.
Salesforce CRM experience required.
Google Workspace, SharePoint, Power BI — desired.
Virtual meeting platforms (Microsoft Teams).
Ability to use AI productivity tools (ChatGPT, Claude, Copilot, or similar) to improve communication quality and workflow efficiency.
Reporting and dashboard tools.
Process improvement or project management experience a plus.

Why Join PlanITROI?

At PlanITROI, your work directly supports our mission of Changing Lives with Affordable Technology. You will join a passionate, growth-oriented team committed to innovation, operational excellence, and creating meaningful impact through sustainable technology solutions.

If you are a highly organized, client-focused professional who thrives on solving problems, building relationships, driving accountability, and delivering exceptional service, we encourage you to apply and become part of the team behind the world's greatest repair and refurbishment operation.

PlanITROI is an equal opportunity employer. We prohibit discrimination/harassment 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