Client Support Specialist

2 weeks ago

Remote, Oregon, United States CLC Full time
Client Support Specialist at CLC

Are you dedicated to assisting individuals in resolving their issues while delivering exceptional client support? If so, this role may be ideal for you.

Position Overview

The Client Support Specialist is vital in guaranteeing that both internal and external clients receive outstanding assistance. This position involves addressing inquiries, troubleshooting problems, and managing requests through various communication channels including phone, chat, and email. As the primary point of contact, you will guide clients to appropriate resources, inform them about available services, and follow up to ensure their satisfaction.

This role encompasses a range of administrative and technical responsibilities related to client support, particularly in EAP referrals to legal and identity theft professionals for consultations and discounted services, adhering to CLC's policies.

We seek an individual who can empathize with clients, communicate clearly, and thrive in a dynamic environment. Key attributes we value include attention to detail, effective time management, and precision.

Key Responsibilities:

  • Handle phone calls, emails, and inquiries from clients and partners.
  • Develop and sustain relationships with EAP representatives, clients, and legal firms.
  • Serve as an advocate for clients, delivering empathetic and effective solutions to their challenges.
  • Inform clients about their benefits and respond to inquiries in line with company policies.
  • Ensure prompt resolution by providing referrals and following up to verify client satisfaction.
  • Maintain quality standards and achieve performance objectives.

Qualifications:

  • At least 2 years of experience in client support, ideally in a call center environment.
  • Proficient in computer applications with the ability to learn new systems quickly.
  • Strong client service orientation and problem-solving capabilities.
  • Ability to perform under pressure, adapt to changing circumstances, and make informed decisions.
  • Basic understanding of legal practices and mediation is advantageous.
  • Excellent written and verbal communication skills.
  • Positive demeanor, collaborative spirit, and effective multitasking abilities.

Performance Metrics:

  • Quality Assurance (QA) score of 95% or higher.
  • Average Handle Time (AHT) of 8 minutes or less.
  • Average Availability of 80%.

Company Overview:

At CLC, we provide members with access to top-rated attorneys in their local areas, along with Identity Theft Protection services. Make a meaningful impact in the lives of our clients.

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