About the job
As a Client Services Representative, you will play a pivotal role in ensuring customer satisfaction by addressing inquiries and concerns while providing comprehensive education about our client's products and services. The ideal candidate will foster a direct and positive rapport with customers, thereby enhancing their experience.
Key Responsibilities
- Professionally address a minimum of 30 customer inquiries daily through email, phone, or chat in an engaging manner;
- Resolve client cases for the Client Services team effectively;
- Guide clients on necessary searches, required forms, and the adverse action process;
- Assist clients in setting up new user accounts, navigating the ordering process, and utilizing the client portal;
- Provide training to new clients regarding the billing process;
- Collaborate with other departments to gather necessary information and forms from clients for effective searches;
- Undertake additional tasks as required.
Qualifications
- Consistent and punctual attendance is essential;
- Ability to thrive in a dynamic, fast-paced environment;
- Proactive problem-solving skills with a focus on delivering solutions;
- Quick adaptability to changing circumstances;
- Ability to work independently while valuing the importance of teamwork;
- Excellent verbal and written communication skills, with the ability to adjust communication styles to suit different audiences.
- High School Diploma or equivalent is required;
- Preferred: 1+ years of experience in a Client Services Department within a call center;
- Familiarity with G-Suite and Microsoft Office is essential;
- Experience with Salesforce is a plus;
- Demonstrated ability to establish, nurture, and maintain client relationships;
- Capable of sitting at a desk and operating a computer for extended durations;
- Adept at navigating multiple browsers and performing extensive internet research, typing at a speed of 45 WPM.
Minimum Technical and Work Environment Requirements:
- Internet Connection:
- Primary internet connection must have a minimum speed of 15 Mbps.
- Backup internet connection should provide at least 10 Mbps and support work during power outages.
- Primary Device:
- Must have a desktop or laptop with at least: Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor, and a minimum of 8 GB RAM.
- Backup Device:
- Must meet or exceed the performance of an Intel Core i3 processor and remain functional during power interruptions.
- A functioning webcam is required.
