Client Experience Specialist
3 weeks ago
The Client Experience Specialist plays a vital role in delivering exceptional service to clients, fostering strong and profitable relationships.
Key Responsibilities:
- Provide unparalleled service and deliver an exceptional client experience.
- Greet clients in a warm, friendly, and professional manner.
- Deliver consistent communication and interact with clients in a tactful and diplomatic way.
- Resolve client issues or concerns in a timely manner and work with the Client Experience Supervisor on action items.
- Analyze root causes, understand the scope and impact of problems, and prioritize and escalate issues appropriately.
- Respond to client inquiries within required timelines and provide direction on issue resolution.
- Create Salesforce Cases when applicable and close cases after issues have been resolved.
- Listen to, understand, and provide solutions for clients' needs.
- Communicate effectively with various levels of management and departments.
- Educate clients on proper use of TAFS tools, including the client portal, mobile app, and Fuel Card provider.
- Conduct comprehensive and effective onboardings of company services.
- Demonstrate proficiency in TAFS systems, including Salesforce, Cadence, Client Portal, Reporting, CashPro, and TAFS Mobile.
- Embrace training opportunities to stay up-to-date in the industry.
- Present a professional image when dealing with others inside and outside the organization.
- Log all calls and/or communication with clients in Salesforce under the client's account and use the correct inContact dispositions.
- Assist clients with creation of Small Business Loan and ProDispatch opportunities.
InContact Auto-Dialer Responsibilities:
- Follow inContact policy and remain logged in to the auto-dialer system to receive inbound calls and be available for auto-queued outbound calls.
- Update agent status in the dialer as directed by management.
- Remain logged in to the dialer and minimize unavailable time, including wrap-up time.
- Disposition calls appropriately to summarize the outcome of the call.
TAFS Inc. is a dynamic organization that values exceptional client service.
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