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Client Support Supervisor
2 months ago
Privacy Notice
Client Service Representative - Lead
As a pivotal member of our team, the Client Service Representative Lead plays a crucial role in managing and guiding the Client Service Representatives (CSRs) within their designated region. This position is integral to fostering customer relationships and ensuring that each new or reactivated account setup meets our esteemed standards and workflows.
Key Responsibilities:
- Oversee the account setup process, adjusting CSR assignments based on their availability.
- Conduct thorough analysis of problem situations, taking initiative to identify resolutions and ensuring engagement until solutions are achieved.
- Exemplify a positive attitude and effective leadership to motivate team members towards success.
- Review and make decisions on submitted Membership Applications in accordance with established protocols.
- Provide training and support to CSRs to ensure adherence to workflows and processes.
- Collaborate with team members to offer assistance on inquiries, problem submissions, and workflow enhancements.
- Manage incoming communications from prospective and existing clients, addressing inquiries related to pricing, billing, and product information.
- Facilitate the processing of membership applications and oversee the transition to Sales Development Representatives.
- Evaluate inbound leads unrelated to membership applications to determine appropriate routing steps.
- Work closely with colleagues to document client interactions, ensuring proper follow-up is conducted as necessary.
- Act as a liaison among clients, sales teams, marketing, and other departments to meet client needs effectively.
- Stay informed about trends in public and investor relations to enhance service delivery.
- Contribute as a team member to provide exceptional customer service and support.
- Establish trusting relationships with clients through a positive demeanor and genuine concern for their needs.
- Directly manage team members, handling various people management tasks including time management, goal setting, and performance reviews.
- Maintain a solid understanding of products and applications to better address customer needs and propose solutions.
- Exhibit strong interpersonal skills to build relationships with clients across all organizational levels.
- Demonstrate excellent organizational, time management, and multitasking abilities.
- Effectively communicate in both written and verbal formats.
- Possess problem-solving skills to articulate responses via email or phone.
- Utilize standard business applications, including Microsoft Office and CRM systems, to enhance productivity.
- Prioritize tasks effectively to maximize overall efficiency and impact on key objectives.
Qualifications:
- BA/BS degree or equivalent experience preferred.
- Prior customer service experience is advantageous.
- Sales experience is preferred.
