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Client Support Specialist
2 months ago
Position Overview:
The Client Support Specialist delivers exceptional assistance to our clientele by addressing a significant volume of incoming customer inquiries, requests, and concerns, which may necessitate thorough investigation and analysis to achieve resolution.
The individual actively interacts with clients to ensure comprehensive understanding of their issues and provides precise and efficient responses in a timely, respectful, and courteous manner.
Primary Duties:
Handles or initiates calls to clients to understand and/or resolve their needs, concerns, or other issues related to products or services.
Practices active listening with clients, confirming or clarifying details and de-escalating challenging situations, as necessary.
Establishes immediate rapport with clients and fosters enduring relationships with fellow support team members based on trust and dependability.
Employs job-specific software, databases, scripts, and tools effectively when addressing a variety of topics presented by clients.
Aims to meet or surpass call center performance metrics while delivering consistently excellent client service.
Engages with clients to evaluate needs and makes product or service recommendations that may better align with identified client requirements.
Participates in training and other educational opportunities to enhance knowledge of the organization, products, sales, and services, and performs any additional tasks necessary to help advance our vision, fulfill our mission, and adhere to our core values.
Entry Level: 0-2 years of progressively complex experience in the customer service sector.
Demonstrated knowledge and proficiency in Casella's business offerings and services, as well as in customer service and client relationship management.
Capable of effectively managing call volume and understanding proprietary software systems. Collaborates within the team to support Division sales representatives and provide outstanding client support. Able to resolve increasingly complex issues and offer solutions that engage and retain the client base.Intermediate Level: 1-3 years of progressively complex experience in the customer service and client relationship management sector.
Demonstrated knowledge and proficiency in several technical areas of customer service and client relationship management, capable of building strong relationships with home office and divisional employees at various levels within the organization.
Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles, and applications as needed.
Skilled at resolving most escalations and managing a high volume of calls.Advanced Level: 2-4+ years of progressively complex experience in the customer service and client relationship management sector.
Highly integrated knowledge and proficiency in all areas of customer service and client relationship management, capable of building strong relationships with home office and divisional employees at various levels within the organization.
Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles, and applications to generate and retain business sales.
Independently resolves escalations. Expertly manages a high volume of calls. Capable of undertaking special projects or assignments.Education, Experience & Qualifications:
The ideal candidate will possess a high school diploma or GED, 2-4 years of customer service or inside sales experience, a proven ability to work collaboratively within a team environment, and be legally eligible to work in the US.
An advanced degree, relevant sales certifications, prior sales experience, and experience or interest in the environmental and/or sustainability sector are preferred.
Exceptional relationship management skills, outstanding listening, communication, and problem-solving abilities, along with the capacity to identify and cultivate sales opportunities are essential.
Demonstrated proficiency with Microsoft Office, typing skills, and a working knowledge of Microsoft Dynamics for CRM or similar software systems and related applications are expected.
Attributes:
A positive, team-oriented individual who is inquisitive, attentive, and results-driven with the ability to see the broader picture while focusing on detailed information.
Benefits:
Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.
