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Client Support Specialist

2 months ago

Louisville, Kentucky, United States Advanced Solutions Full time

Current Position: Customer Care Representative

Location: Louisville, KY

Position Overview:

The Customer Care Representative is responsible for delivering exceptional support to clients, particularly end users, while embodying the values of Advanced Solutions. This role involves engaging with customers to provide insights and information regarding our offerings, as well as addressing and resolving any issues that may arise. The representative is an integral part of the Customer Care / Sales Support team, dedicated to fostering a superior experience for both internal teams and external clients. This position reports directly to the Customer Care / Sales Support Manager.

Key Responsibilities:

  1. Handle customer inquiries via phone or email, assess their needs, provide the necessary information, or direct them to the appropriate resource.
  2. Maintain and update customer records in the CRM system.
  3. Address customer inquiries related to software licenses and associated products.
  4. Continuously enhance knowledge of product lines, pricing, promotions, and relevant information.
  5. Enhance communication with clients to improve awareness and address questions regarding Advanced Solutions' products, services, technical support, and promotional events.
  6. Monitor customer satisfaction metrics and alert sales representatives and management to any concerns.
  7. Summarize customer feedback for ongoing process improvements.
  8. Maintain a positive and patient demeanor while interacting with customers.
  9. Meet established standards for productivity, schedule adherence, and quality.
  10. Conduct regular follow-ups with customers.
  11. Adapt positively to changes and perform additional duties as required.
  12. Participate in cross-training with other roles within the Customer Care / Sales Support team.

Required Skills and Qualifications:

  • Strong communication, problem-solving, and decision-making abilities.
  • Professional demeanor, capable of following instructions and working independently as well as collaboratively.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Attention to detail, a proactive attitude, and a strong work ethic.
  • Excellent interpersonal and organizational skills.
  • Effective verbal communication and listening abilities.
  • Clear and pleasant telephone voice with a positive attitude.
  • Proficient typing, spelling, and writing skills.
  • Ability to prioritize and manage multiple responsibilities.
  • Familiarity with software programs, including Microsoft Office Suite and CRM systems.

Minimum Education and Experience:

A High School Diploma or equivalent is required, along with a minimum of 2 years of experience in customer service.

Compensation:

The hourly rate will be determined based on experience. Advanced Solutions offers a competitive compensation and benefits package, which includes health, vision, dental, short-term and long-term disability, flexible spending accounts, term life insurance, and 401(k) plans.

Additional Eligibility Requirements:

Advanced Solutions will only employ individuals who are legally authorized to work in the United States for this position. Any employment offer is contingent upon the successful completion of a background check and drug screening.