Client Support Specialist

4 weeks ago

Aurora, Indiana, United States Matthews International Full time
POSITION SUMMARY

The Customer Care Agent plays a vital role in a dynamic and efficient team dedicated to serving clients and managing both internal and external relationships. This position involves processing orders, addressing inquiries, resolving issues, and proactively attending to customer needs. Our team provides support via phone and email throughout the week, ensuring extended business hours for our clients. Team members are engaged in ongoing tracking of improvement initiatives.
  • Shift: 11-8 after training
  • Benefits: Day 1
  • 401K: Day 1, with Company Match
  • Stock Plan: With Company Match
  • Earned Time Off: 13 Days
JOB RESPONSIBILITIES
  • Address incoming client requests and resolve issues through phone, email, written communication, and personal interaction to meet service objectives.
  • Process orders promptly and efficiently.
  • Ensure follow-up on commitments to clients and internal stakeholders, adhering to service standards.
  • Possess knowledge of product offerings, pricing, delivery timelines, and marketing strategies.
  • Collaborate with other departments to ensure order fulfillment.
  • Document and resolve concerns or issues in a timely manner.
  • Maintain client records across various platforms.
  • Provide assistance with customer-facing tools and resources.
  • Contribute to team success by achieving related outcomes and adhering to core competencies.
  • Offer insights and participate in continuous improvement efforts to enhance internal processes and the client experience.
QUALIFICATIONS / REQUIREMENTS
  • High School Diploma required OR Associates Degree or equivalent experience in a related field.
  • 1+ year of customer service experience preferred.
  • Proficient in MS Office Suite, Outlook, and Internet applications.
  • Strong skills in prioritization, interpersonal communication, problem-solving, presentation, and planning.
  • Excellent verbal and written communication abilities.
  • Solid understanding of mathematical concepts.
  • Ability to foster collaborative relationships with fellow representatives, colleagues, and external clients.
  • Capable of working independently and as part of a team in a fast-paced environment.
  • Able to influence peers and senior management effectively.
  • Self-motivated with a keen attention to detail and deadlines.
  • Ability to perform basic arithmetic operations.
  • Competent in reading, writing, and comprehending simple instructions and correspondence.
  • Willingness to work overtime as needed.
PHYSICAL ASPECTS / WORK ENVIRONMENT
  • Regularly required to stand, walk, sit, use hands for handling tasks, reach with hands and arms, and communicate verbally.
  • Occasionally lift and/or move up to 25 pounds.
  • The noise level in the work environment is typically low to moderate.
* Reasonable accommodations may be made to enable individuals to perform essential functions.

Matthews Memorialization is a leader in the memorialization industry, committed to assisting clients in growing their businesses and helping families transition from grief to remembrance through superior craftsmanship and revenue-generating programs and services. Our Environmental Solutions division focuses on designing and manufacturing advanced combustion systems. Matthews Memorialization is part of Matthews International.

At Matthews International, we pride ourselves on being an equal opportunity workplace. All employment decisions are based on qualifications, merit, and business needs.

Matthews International provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other characteristic protected by law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

Matthews International strives to make our employment website and application process accessible to all users. We provide reasonable accommodations to applicants with disabilities. If you require assistance with the application process, please contact our Human Resource Team.

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