Client Support Specialist
4 weeks ago
We are seeking a highly skilled Client Support Advisor to join our team at Blueprint University. As the first point of contact for clients, you will be responsible for providing exceptional customer service, ensuring a seamless client experience, and driving client satisfaction.
Key Responsibilities- Initial Client Contact: Identify and categorize client inquiries, providing prompt and accurate responses based on the inquiry type.
- Categorizing the Inquiry: Assess and categorize inquiries into areas such as general information, technical support, scheduling, account/billing, educational support, and tax client assistance.
- Providing Solutions: Offer tailored solutions, assist clients with scheduling consultations or meetings, and address account updates, billing inquiries, and technical issues.
- Proactive Client Engagement: Schedule check-ins with clients to assess satisfaction and offer additional services, follow-up on unresolved issues, and ensure timely resolution.
- Case Escalation and Ticketing: Create support tickets for complex issues, provide clients with case numbers and expected response times, and track escalated cases.
- Client Retention & Feedback: Conduct follow-up outreach, including surveys, to gauge client satisfaction, and reach out to clients nearing the end of their service cycle to offer renewals and upgrades.
- Reporting & Continuous Improvement: Track performance metrics, such as response times, first-call resolution rates, client satisfaction scores, upsell conversion rates, and retention rates.
- Education: High School diploma or equivalent required.
- Excellent communication skills, both written and verbal.
- Strong organizational skills and ability to manage multiple tasks efficiently.
- Prior customer service or client support experience preferred.
- Familiarity with CRM systems, ticketing platforms, and client portals is a plus.
- Ability to work independently and as part of a team in a fast-paced environment.
- A proactive mindset with a focus on client satisfaction and relationship-building.
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Client Support Specialist
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