Client Support Specialist

2 weeks ago


Rockville, Maryland, United States Addison Group Full time
Position: Client Support Specialist

Location: Rockville, MD

Compensation: $17/Hour & up to $21/Hour upon conversion

Internal Job ID: 520031

Overview: Our esteemed client in Rockville, MD is in search of a Client Support Specialist to enhance their team. This role is pivotal in interacting with clients from various industries, with a strong emphasis on providing outstanding assistance related to their orders and inquiries.

Key Responsibilities:
  • Engage with clients and partners through effective communication and problem-solving techniques. This includes proactive learning, building relationships, and advocating for clients via phone, chat, and email.
  • Quickly and accurately address issues and inquiries while managing the support queue. This involves monitoring and organizing tickets, as well as collecting necessary information from clients to ensure appropriate responses. Escalate issues to the Leadership team when necessary.
  • Keep clients and internal teams updated on the status of pending support tickets through timely communication.
  • Relay client feedback to relevant internal teams.
  • Maintain high service level standards, exceeding various metrics including contact center benchmarks, NPS scores, quality assurance evaluations, and adherence to schedules.
  • Respond to client and partner needs by developing alternative solutions that balance risk management with meeting requirements.
  • Enhance the client and partner experience by proactively identifying pain points, proposing continuous improvement strategies, and suggesting enhancements for employee experiences.
  • Contribute to shaping company culture and strategic vision, working towards organizational goals, and exemplifying the Core Values.
  • Focus on personal development by staying current on assigned training, continuous improvement methodologies, and actively pursuing a personal development plan that identifies areas for skill enhancement.
Qualifications:
  • Demonstrate flexibility in a fast-paced, dynamic environment, showing the ability to recognize situational cues and adjust personal, interpersonal, and leadership approaches accordingly.
  • Familiarity with any ticketing system is a plus.
  • Ability to multitask effectively in a rapid-paced setting.
  • Strong listening and organizational skills.
  • Exhibit excellent customer service abilities in both verbal and written communication.
  • Proven track record of meeting client needs while maintaining high levels of satisfaction.
  • Possess an undergraduate degree or equivalent practical experience.
  • Ability to understand general manufacturing guidelines for various processes.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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