Senior Client Services Specialist

About PlanITROIAt 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 SummaryThe 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 RoleTo 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 - ContractorLocation:Latin American countries within the Eastern Standard Time (EST) zone.Key ResponsibilitiesClient Email & Daily CommunicationsServe 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 OnboardingGuide 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 & TrainingConduct 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 CoordinationCoordinate 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 CoordinationMaintain 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 ResolutionRegularly review inbound receiving data for accuracy, identifying discrepancies, missing information, or errors made