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Client Support Specialist

2 months ago

Washington, United States ASPEN OF DC INC Full time
Position Overview

Location
ASPEN OF DC INC

Employment Type
Full Time

Educational Requirement
High School Diploma

Travel Requirements
No travel required

Job Sector
Customer Support

Role Summary:

The Client Support Specialist (CSS) position is a dynamic, high-demand role within an inbound service center. This position is tasked with delivering timely and precise information in a respectful and professional manner.

Client Interaction:
  • Deliver clear, accurate, and concise answers to incoming inquiries. Assist clients in navigating their specific concerns.
  • Execute necessary processing tasks to achieve resolution on the first contact.
  • Correctly forward requests to relevant departments while adhering to established protocols.
  • Effectively navigate the record-keeping system.
  • Consistently utilize available resources to ensure clients receive accurate information.
  • Function as a primary customer service representative for our organization.
Effective Communication:
  • Articulate information clearly and concisely in both written and verbal formats.
  • Listen attentively to clients' concerns without interruption.
  • Employ established procedures to identify, assess, and escalate unusual or recurring issues.
Account Oversight:
  • Investigate accounts based on client-provided information and review account details. The role requires quick comprehension of situations and real-time responses to client inquiries, necessitating sound judgment in all communications.
  • Exhibit strong verbal communication and listening skills. Navigate multiple software applications efficiently to analyze various data points and provide accurate solutions.
  • Demonstrate effective time management skills; quickly identify specific issues and deliver comprehensive solutions to clients.
  • Proactively inform clients about available online resources for resolving inquiries, including co-browsing options.
Trend Analysis in Client Interactions:
  • Utilize established processes to identify, analyze, and escalate unusual or recurring issues encountered during escalated calls. Report these issues promptly and accurately, assessing potential impacts on all stakeholders.
  • Immediately report any system-related issues to the direct supervisor.
Training and Development:
  • Participate in training sessions as required.
  • Maintain organized training documentation and stay updated on new information.
  • Perform additional duties as assigned.
Qualifications:

Minimum Education: High School Diploma

Essential Requirements:
  • Proven experience in managing client interactions with professionalism and sensitivity to their concerns.
Knowledge, Skills, and Abilities:
  • Exemplary written and verbal communication skills.
  • Strong analytical capabilities.
  • Quick learner with the ability to grasp and retain comprehensive training material.
  • Proficient in computer and internet navigation.
  • Demonstrates effective time management.
  • Exhibits sound decision-making abilities.