Client Support Rep
JOB SUMMARY
The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.
ESSENTIAL DUTIES & RESPONSIBILITIES
Customer Interaction
- Respond promptly and professionally to inbound calls and other communication channels.
- Provide accurate and relevant information to clients regarding products, programs, and services.
- Address client inquiries and concerns with a customer-centric approach.
Issue Resolution
- Identify and troubleshoot client issues, escalating them appropriately when necessary.
- Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
- Offer effective and timely solutions to meet client needs.
Product Knowledge
- Maintain a comprehensive understanding of the company's products, programs, and services.
- Stay informed about updates and changes in offerings to assist clients effectively.
Process Adherence
- Adhere to standard processes and procedures in handling client interactions.
- Ensure compliance with established protocols for issue resolution.
Team Collaboration
- Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
- Communicate regularly with team members to share insights and updates.
Documentation
- Accurately record and document client interactions and resolutions.
- Keep detailed and organized records for reference and reporting purposes.
Client Retention
- Offer alternative solutions when appropriate with the goal of retaining clients' business.
- Analyze client needs and recommend relevant features to enhance their experience.
Continued Development
- Stay current with industry information, changes, and updates to provide informed support.
Adaptability
- Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.
Ad-hoc Support
- Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.