Customer Service Liaison

5 days ago


Chicago, Illinois, United States Rewards Network Full time
About Us
Rewards Network has been helping restaurants increase their revenue, traffic, and customer engagement for over 40 years 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
Rewards Network is 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 Overview
The 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 interactions
  • Completion of outreach tasks for accounts
  • Resolution times and volume of resolutions for inbound support requests

Responsibilities
You will handle high-volume of inbound support requests from merchants, providing timely and effective resolutions; multi-channel customer support, primarily phone and email. You will use Salesforce.com to record activity, investigate issues, manage open cases, and coordinate with other teams to resolve customer issues. You will maintain high levels of client satisfaction through excellent service. Additionally, you will reach out to clients experiencing service interruptions or where potential issues may arise, resolve issues to ensure client satisfaction. You will identify opportunities to proactively support non-managed accounts; forward potential upsell opportunities to sales and/or sales development teams. You will provide 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.

Requirements
This role requires a high school diploma or equivalency. 1 - 3 years of experience in a call center or corporate customer service position is preferred. A degree in business or related field is a plus. Strong written and verbal communication skills, problem-solving abilities, and attention to detail are essential. Working knowledge of Microsoft Office Tools (Excel, Word, and Outlook), Salesforce Lightening is required.

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