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Client Support Representative

2 months ago

West Palm Beach, United States ETC Florida Full time
Job DescriptionJob DescriptionWe are looking for a client support associate. This person will handle inbound calls from our service clients, take pertinent information regarding any issues or requests, and coordinate the right individual to support and resolve, whether remotely or in-person. Over time, this individual will help with Level 1 triage of issues. In addition, this person should be capable of analysis of data to identify trends in the service department and assist other support personnel with additional activities. the best CSAs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. CSAs put themselves in their customers shoes and advocate for them when necessary. Problem-solving comes naturally to client support associates. They are confident at troubleshooting and investigate if they dont have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
  • Manage incoming calls
  • Identify and assess customers needs to achieve satisfaction
  • Schedule Technician appointments with the clients as needed
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Look for trends and analyze data to assist in planning purposes
Skills
  • Proven customer support experience or experience as a client support associate
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Some Financial analytical skills a plus


Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Vision Insurance
  • Health insurance
  • Paid time off
Schedule:

  • 8 hour shift
Education:

  • Bachelor's (Required)
Work Location: In person