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Client Support Specialist

2 months ago

Tampa, Florida, United States Hillsborough County Full time

Position Summary

The role entails addressing both standard and intricate customer service inquiries while executing primary customer support functions in various environments such as call centers and service areas.

Compensation Range

$32,552-$58,260

Ideal Candidate Profile

We are seeking a client support specialist who has demonstrated experience in a dynamic call center setting. The ideal candidate will be proficient in using standard software applications including Excel, Outlook, and Word. Responsibilities include responding to client inquiries regarding service initiation and termination, billing issues, payment processing, and consumption inquiries. A minimum of 2 years of experience in customer interaction is preferred. The candidate should exhibit exceptional verbal and written communication skills, the ability to work autonomously, and sound decision-making capabilities. Additionally, the candidate should be adept at managing multiple tasks and prioritizing effectively.

Core Competencies

  • Customer Focus - Actively seeks to comprehend customer needs and deliver superior service.
  • Professionalism and Integrity - Upholds and promotes ethical behavior that fosters trust within the organization and with the community.
  • Operational Excellence - Takes responsibility for personal effectiveness and is committed to continuous operational improvement.
  • Collaborative Success - Works collaboratively and builds partnerships through trust and the exchange of diverse ideas to meet organizational objectives.

Responsibilities

The following responsibilities are illustrative and not exhaustive. The omission of specific duties does not exclude them from the position if the work is similar or related:

  • Utilize office technology and software to manage customer requests and complaints, document issues, and refer clients to appropriate resources.
  • Maintain and update customer records, process account modifications, and handle payment transactions.
  • Exhibit outstanding customer service skills while communicating with clients both verbally and in writing.
  • Schedule services and coordinate with service providers based on established guidelines. Communicate with operational teams regarding any changes that may impact service delivery.
  • Operate systems and software to verify, enter, and distribute information, as well as track time spent on various tasks.
  • Reconcile and update customer accounts and billing systems.
  • Apply established procedures and guidelines to fulfill job responsibilities.
  • Collaborate with other departments or service providers based on customer needs.
  • Follow up with customers at designated intervals to provide updates and gather feedback.
  • Provide customer support during emergencies as required.
  • Perform additional related duties as necessary.

Job Specifications

  • Knowledge of standard customer service operations and best practices.
  • Proficiency in using service-oriented communication techniques to resolve issues.
  • Ability to actively listen to understand customer needs.
  • Capability to assess customer information to determine appropriate actions.
  • Effective oral and written communication skills.
  • Ability to work collaboratively with others.
  • Competence in performing accurate data computations and verifications.
  • Proficiency in using computer systems and software for data entry.

Physical Requirements

  • The position is primarily office-based and involves sedentary work.

Work Category

  • Sedentary Work - Involves exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to move objects. This role primarily requires sitting.

Minimum Qualifications

  • High school diploma or GED equivalent;
  • OR
  • An equivalent combination of experience, education, and training that would enable the candidate to perform the job-related competencies.

Emergency Management Duties

In the event of an emergency, employees may be required to fulfill responsibilities as assigned by their department or emergency management authorities.

Additional Requirements

Depending on departmental needs, employees may be required to:

  • Pass background checks, which may include criminal history and child abuse checks.
  • Hold necessary job-related licenses or certifications.

Career Advancement

Employees who meet the qualifications for the next tier may apply for promotional opportunities through a competitive selection process. Promotions are based on business needs and financial considerations, not solely on employee qualifications.