Client Services Specialist

6 days ago

Chicago, United States Rewards Network Full time

About the jobCelebrating 40 years in business, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers. Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners' loyalty programs.Our Culture At Rewards Network, you will find a passionate and diverse group of professionals who enjoy working collaboratively, solving problems, and taking ownership of not only their careers and success but the success and continued growth of the organization. We take pride in partnering with the world's most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential.Job OverviewThe Client Services Specialist is responsible for providing best-in-class care to our clients by managing all inbound support requests from our B2B customers (merchants) and providing proactive outbound contacts and support to our non-managed account portfolio. Our Client Services Specialist will be part of a team who are responsible for client retention and revenue maintenance of our non-managed account base, aligning team goals with the goals of the broader sales and servicing organization. Primary KPIs for this role include:Client Satisfaction Scores (CSAT) on servicing interactionsCompletion of outreach tasks for accountsResolution times and volume of resolutions for inbound support requestsWhat you'll bring to the table: (Responsibilities) Inbound Support:Handle high-volume of inbound support requests from merchants, providing timely and effective resolutions; multi-channel customer support, primarily phone and emailUse Salesforce.com to record activity, investigate issues, manage open cases, and coordinate with other teams to resolve customer issuesMaintain high levels of client satisfaction through excellent service.Proactive Outreach:Reach out to clients experiencing service interruptions or where potential issues may arise, resolve issues to ensure client satisfactionIdentify opportunities to proactively support non-managed accounts; forward potential upsell opportunities to sales and/or sales development teamsProvide guidance to help non-managed accounts optimize their use for our services, including educating about our products and offerings, reinforcing our value proposition, and informing how to leverage performance reports and other resources or information.Client Retention:Reinforce the value of our services with each customer interactionPerform deletion saves by addressing client concerns and offering solutions to retain their businessResolve service interruptionsDo you have the right mix of ingredients: (Requirements)High school diploma or equivalency1 - 3 years of experience in a call center or corporate customer service positionBanking or credit card processing industry background is preferred but not requiredDegree in business or related field a plusService-oriented approach and a proven ability to exceed customer expectationsExcellent written and verbal communication and interpersonal skillsStrong problem-solving abilities and attention to detailWorking knowledge of Microsoft Office Tools (Excel, Word, and Outlook), Salesforce LighteningThrive in fast paced and evolving work environment.What you'll love about us: Comprehensive benefits package, which includes:Competitive Paid Time Off and company holidaysGenerous dining reimbursement when you dine with our restaurant clients 401(k) plan with a company matchTwo medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)Partnership with Rx n Go, offering certain prescriptions for freeTwo dental plan options and a vision planFlexible Spending Accounts and a pre-tax commuter benefit programAccident, Critical Illness, and Hospital Indemnity Insurance PlansShort Term and Long Term disability Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance Employee Life Assistance ProgramHybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations. Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.

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