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Customer Support Representative

2 months ago

Springfield, Illinois, United States Assurant Full time

The Client Support Specialist plays a crucial role in delivering exceptional service to customers by addressing their technical and product-related inquiries. This position is essential for ensuring client satisfaction through prompt and courteous assistance.

Key Responsibilities:

  • Provide detailed information about the services and products available.
  • Assist clients with technical issues and offer troubleshooting guidance.
  • Gather and analyze customer feedback and requirements.
  • Manage billing inquiries and facilitate the opening and closing of customer accounts.
  • Respond to client questions and keep them informed about issue resolutions.
  • Collaborate with various departments to address client concerns effectively.
  • Monitor and report on workflow timelines, escalating issues as necessary.
  • Support revenue growth through client retention and outstanding customer service.
  • Assist in the integration of client projects, including needs assessment and vendor coordination.
  • Communicate project statuses and respond to client inquiries directly.
  • Provide updates to clients regarding ongoing issues and gather additional information as needed.
  • Highlight urgent matters to management to ensure timely resolution.
  • Work closely with the Support team to investigate and resolve issues.
  • Perform additional duties as assigned.

Basic Qualifications:

  • High school diploma or equivalent.
  • A minimum of three years of experience in customer service within a call center setting.

Other Qualifications:

  • Proficient in Microsoft Office applications.
  • Experience with CRM systems.
  • Strong problem-solving skills and the ability to influence others.
  • Capability to build rapport and foster long-term relationships with clients and team members.
  • Exceptional escalation management and judgment skills.
  • Enthusiasm and adaptability in a dynamic work environment.
  • Excellent verbal and written communication abilities.
  • Strong organizational skills with the ability to manage multiple tasks.
  • Proficient in project and program management.
  • Strategic thinking capabilities.
  • Ability to remain composed under pressure.
  • Proactive and resourceful approach to challenges.

Preferred Qualifications:

  • Some college education.
  • Experience with Salesforce.
  • Remote work experience due to pandemic circumstances.