Client Service Advisor

1 month ago

Alpharetta, United States Benchmark Technology Group Full time
Job DescriptionJob Description

Summary of Position:

The Client Service Advisor plays a crucial role in ensuring our clients receive exceptional service and support through friendly and professional interactions and efficient solutions to their reported problems or issues. Customers may contact CSAs by phone, email, web forms or chat sessions to request assistance. The CSA is empowered to take action and make decisions, within company policies, to offer customers desired satisfaction. The CSA plays a crucial role in supporting sales by handling a variety of administrative tasks that include preparing sales orders, repair orders, return authorizations, reports and other accounting transactions. Highly important, CSAs share any customer compliments, complaints or concerns with sales and management as needed. The CSA works closely with sales, technology staff and accounting in completing assignments and coordinating communication to ensure accuracy and urgency in completing customer requests. The CSR develops and maintains relationships with customers, assists them in using our systems and informs them of other products or services offered by the company. This position is critical in achieving customer retention and additional business.

Principal Duties and Responsibilities: (State the essential functions of the job, organized from most to least essential. Include normal day-to-day duties as well as duties that occur at irregular intervals but that are of a recurring and essential nature. Include leadership and managerial responsibilities, if applicable).

  • Serve as the first point of contact for customers, addressing inquiries and providing information about our products and services
  • Assist customers in resolving complaints and concerns in a professional and efficient manner
  • Maintain an accurate record of all customer interactions in our CRM system
  • Collaborate with cross-functional teams to ensure customer satisfaction and resolve any issues that may arise
  • Process orders, returns, repairs and exchanges, ensuring accuracy and timeliness
  • Proactively identify opportunities to enhance customer satisfaction and loyalty
  • Stay updated on product knowledge, pricing, and promotions to address customer needs
  • Process sales orders received from sales, customer calls, emails and eCommerce
  • Ensure accuracy of customer account information, order items, addresses, shipping methods, terms, inventory, prices, and quantities.
  • Research and respond to Receiving Department and Technical Services Department for unresolved equipment issues.
  • Follow up with customer to ensure an optimal customer experience.

Knowledge, Skills and Abilities Required: (List the minimum required education, prior experience, certifications, licenses, and specialized areas of knowledge required to adequately perform the essential functions of the job).

  • High school diploma or equivalent, with 2-3 years previous experience in customer service or a related field preferred;
  • Proficient computer skills, including expertise with Microsoft Office/365 products including Outlook, Excel, Word, PowerPoint and Teams;
  • Experience with ERP systems, sales order processing and CRM systems is highly desirable;
  • Excellent communication skills, both verbal and written, with the ability to listen actively and respond effectively to customer inquiries;
  • Strong problem-solving skills, with the ability to think critically and provide solutions to customer queries or concerns;
  • Attention to detail and accuracy, with the ability to handle financial transactions and sensitive customer information securely;
  • Ability to multitask and work efficiently in a fast-paced environment, managing customer inquiries and requests effectively;
  • Strong interpersonal skills, with the ability to build rapport with customers and colleagues, promoting a positive and friendly atmosphere;
  • Knowledge of banking equipment and systems is a plus but not required.

Personal Skills and Competencies: (Identify any behavioral characteristics and attributes that would contribute to superior performance for this position, i.e. organization skills, communication skills, detail-orientation, analytical skills).

  • Superior attention to detail and ability to multi-task efficiently
  • Critical data entry accuracy, organizational and time management skills.
  • Works effectively on a team in a time sensitive environment.
  • Desire to provide exceptional customer service internally and externally.
  • Possess strong interpersonal skills.

Customer Base: (Identify who the primary and secondary customers are for the position. This includes any person or group of people, internal or external, who rely on the work product or output of the position).

  • Financial Institutions and customers of Financial Institutions
  • Sales Account Managers
  • Shipping and Warehouse
  • Technical Services
  • Project Management

Working Conditions/Physical Requirements of the Job: (Indicate what the physical requirements are to complete the essential functions of the job, i.e. lifting, standing, etc. Also indicate any working conditions that may be out of the ordinary, i.e. travel, on call or unusual hours, exposure to noise, etc.).

  • Open office environment with individual cubicles;
  • Extensive use of personal computers, applications and voice headsets

The above is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor is it intended to be an exhaustive list of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.



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