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Client Relations Coordinator

2 months ago

Portland, Oregon, United States BlueVolt Full time

Position Overview:
The Customer Experience Associate serves as a pivotal touchpoint for clients interacting with our organization. Utilizing a professional demeanor and comprehensive product knowledge, you will assist customers in reaching their objectives.

Your responsibilities will include addressing inquiries via chat, phone, and email for both B2C and B2B clients, while also supporting customer account managers.

You will uphold exceptional service standards and collaborate with the entire BlueVolt team to enhance the customer journey.


About BlueVolt: BlueVolt is a leader in e-Learning solutions, partnering with diverse organizations to boost sales, elevate brand visibility, and improve employee training.

In addition to our award-winning Learning Management System (LMS), we provide course development services, an extensive library of safety and compliance courses, and a Continuing Education University for professionals seeking recertification.


Why Choose BlueVolt? If you are dedicated, driven, and eager to advance your career, BlueVolt may be the ideal environment for you.



BlueVolt:
Knowledge fuels progress.

Key Responsibilities:
To excel in this role, the following tasks must be accomplished:

Deliver top-tier service and support concerning SaaS software, connectivity, authentication, billing, and best practices.
Manage incoming requests from both B2B and B2C clients with professionalism and thoroughness.

Efficiently gather customer information to meet their needs, provide resources for future reference, and document interactions using an online ticketing system.

Address issues with the best interests of both the customer and the organization in mind.
Identify and evaluate opportunities for process enhancements.
Maintain up-to-date knowledge of relevant products/services and support policies to offer accurate solutions.
Escalate issues as necessary for optimal resolution.
Additional responsibilities may be assigned based on performance and skills.

This position requires full-time, in-office attendance.

Essential Competencies:
To succeed in this role, candidates should demonstrate the following skills:

Adaptability - Welcomes feedback and adjusts to changes in the work environment. Modifies approaches to suit varying situations and manages competing priorities.
Communication - Displays effective listening and comprehension skills. Articulates ideas clearly in writing and verbally. Keeps colleagues informed and selects appropriate communication methods.
Collaboration - Maintains a positive attitude and fosters effective relationships. Shows tact and consideration. Actively works to resolve conflicts and collaborates well in team settings.
Customer Service - Exhibits courtesy and sensitivity. Effectively manages challenging customer interactions. Meets commitments and responds promptly to customer needs. Seeks customer feedback to enhance service.
Dependability - Commits to excellence in performance. Adheres to instructions and fulfills commitments. Meets attendance and punctuality standards. Takes responsibility for actions.
Problem Solving - Develops alternative solutions and analyzes information skillfully. Identifies issues promptly and resolves them early. Collaborates effectively in problem-solving scenarios.

Qualifications:
To perform this role successfully, candidates must meet the following criteria:

Education/Experience:
A college degree or equivalent professional experience in a customer service or help desk environment.

Reasoning Ability:
Ability to solve practical problems and address various concrete variables in situations with limited standardization. Capable of interpreting multiple instructions provided in written, oral, diagram, or schedule form.

Technical Skills:
Strong proficiency in PC-based internet and software applications.
Proficient in Microsoft Office.

Familiarity with technical support issues related to internet connectivity across multiple platforms (Windows, Macintosh, mobile) and browsers (Internet Explorer, Mozilla Firefox, Google Chrome, etc.) is highly desirable.



Supervisory Responsibilities:
This position does not involve supervisory duties.


While performing the responsibilities of this role, the employee is regularly required to sit, type, talk, hear, and utilize close vision.

The employee may occasionally lift and move up to 10 pounds. Reasonable accommodations may be provided to enable individuals to perform essential functions.

The above job description is not intended to be an exhaustive list of duties and standards for the position. Incumbents will follow any additional instructions and perform related duties as assigned.