Client Support Specialist

2 weeks ago


Chicago, Illinois, United States Prepaid Expense Card Solutions, Inc. Full time

CLIENT SUPPORT SPECIALIST

OVERVIEW:

Under the direct guidance of the Director of Customer Operations, Client Support Specialists serve as the primary point of contact for users, ensuring their satisfaction with Prepaid Expense Card Solutions, Inc.'s offerings. Their main responsibility is to deliver exceptional client support aimed at enhancing users' comprehension of the products and their overall experience. This role encompasses explaining the functionality of the company's technology and new features, swiftly addressing client inquiries, troubleshooting issues in real-time, providing information about additional products and services, and relaying client feedback to the relevant teams when necessary.

KEY RESPONSIBILITIES:

  • Resolve client inquiries efficiently and courteously while adhering to service level agreements.
  • Prioritize incoming requests and identify patterns in client issues and feedback to inform the team.
  • Assist clients through various communication channels as required.
  • Maintain and update a digital knowledge repository to support continuous learning and success within the team and organization.
  • Collaborate with different departments to align with team and organizational objectives.
  • Safeguard user trust and protect the organization by maintaining confidentiality of information.
  • Document customer service interactions and maintain accurate records.

ESSENTIAL SKILLS & QUALIFICATIONS:

  • Bachelor's degree or equivalent experience.
  • Genuine enthusiasm for client support and its role in fostering a customer-centric team.
  • Strong focus on customer needs and effective decision-making abilities.
  • Demonstrated capability to manage multiple responsibilities while staying focused on primary tasks.
  • Excellent interpersonal, written, and verbal communication skills, along with adept problem-solving abilities.
  • Exhibit empathy, tact, and composure under pressure when addressing client concerns.

PREFERRED SKILLS & QUALIFICATIONS:

  • Experience in the banking or card payment sectors.
  • Previous involvement in a customer-facing role, particularly in a support capacity.
  • Familiarity with Salesforce or similar ticketing systems.


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