Customer Support Specialist

2 weeks ago

Lee's Summit, Missouri, United States Frontier Justice Full time

Job Type:
Full-time

POSITION SUMMARY
The Client Service Representative at Frontier Justice is essential in delivering exceptional client support and comprehensive product knowledge across various departments. This role is pivotal in fostering client satisfaction and nurturing positive relationships between Frontier Justice and its clientele. The Representative assists clients with inquiries, provides information about products and services, and addresses any complaints effectively.

PRIMARY ACCOUNTABILITIES

  1. Client Interaction:
  • Communication: Engage with clients through multiple channels, including phone, email, live chat, or face-to-face.
  • Inquiries: Address client inquiries, concerns, and complaints professionally and promptly.
  • Problem Resolution: Resolve client issues or complaints, striving for satisfactory outcomes.
  1. Product/Service Knowledge:
  • Expertise: Acquire in-depth knowledge of the company's offerings to effectively meet client needs and provide accurate information.
  • Education: Inform clients about the features and advantages of products or services.
  1. Documentation:
  • Record Keeping: Maintain comprehensive records of client interactions, transactions, feedback, and complaints.
  1. Order Processing:
  • Assistance: Help clients with order placements, shipment tracking, and returns or exchanges.
  1. Cross-Selling and Up-Selling:
  • Opportunities: Identify chances to cross-sell or up-sell products or services to existing clients.
  1. Problem-Solving:
  • Analysis: Examine client issues to detect patterns and provide insights for product or service enhancement.
  • Collaboration: Work alongside other departments to resolve intricate client issues.
  1. Client Satisfaction:
  • Surveys: Conduct client satisfaction surveys to gather insights and evaluate overall satisfaction levels.
  • Retention: Focus on client retention by ensuring a positive client experience.
  1. Administrative Tasks:
  • Data Entry: Update and maintain client information in databases.
  • Reports: Create reports on client interactions and feedback.
  1. Compliance:
  • Adherence: Ensure compliance with company policies and procedures during all client interactions.
  1. Training and Development:
  • Self-Improvement: Stay updated on product developments and industry trends through training sessions.
  • Feedback: Provide management with insights regarding client concerns and trends.
  1. Team Collaboration:
  • Coordination: Collaborate with team members and other departments to enhance the overall client experience.
  1. Quality Assurance:
  • Monitoring: Ensure quality standards are met in client interactions.

RELATIONSHIPS
Establish and maintain supportive relationships within the organization and with key resources, including VIP members and clients. Demonstrate the ability to handle difficult situations in a professional manner.

ESSENTIAL FUNCTIONS/KEY COMPETENCIES
Proficient in Microsoft Office and various communication platforms. Ability to manage multiple clients while providing high-quality customer service. Adhere to all operational procedures, particularly concerning accuracy and loss prevention.

EDUCATION
High school diploma required; college degree or coursework preferred.

EXPERIENCE
1-2 years of customer service experience preferred.

OTHER
Availability for normal overtime and extended work hours. Capability to conduct audits and inspections of operations.

SALARY DESCRIPTION
$17-$20 per hour

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