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Customer Support Specialist

2 months ago

Lee's Summit, Missouri, United States Frontier Justice Full time


Job Type: Full-time

POSITION SUMMARY: The Client Service Representative at Frontier Justice is essential in delivering exceptional client support and possesses comprehensive product knowledge across various departments.

The role is pivotal in fostering client satisfaction and nurturing positive relationships between Frontier Justice and its clientele. The Representative addresses client inquiries, resolves complaints, and provides information regarding products and services.

PRIMARY ACCOUNTABILITIES:

  1. Client Interaction:
    Communication: Engage with clients through multiple channels, including phone, email, live chat, or face-to-face interactions.
  2. Inquiries: Address client inquiries, concerns, and complaints professionally and promptly.
  3. Problem Resolution: Tackle and resolve client issues or complaints, striving for satisfactory outcomes.
  4. Product/Service Knowledge:
    Expertise: Acquire in-depth knowledge of the company's offerings to effectively meet client needs and provide accurate information.
  5. Education: Inform clients about the features and advantages of products or services.
  6. Documentation:
    Record Keeping: Maintain comprehensive records of client interactions, transactions, comments, and complaints.
  7. Order Processing:
    Assistance: Aid clients in placing orders, tracking shipments, and managing returns or exchanges.
  8. Cross-Selling and Up-Selling:
    Opportunities: Identify chances to cross-sell or up-sell products or services to existing clients.
  9. Problem-Solving:
    Analysis: Examine client issues to detect patterns and provide feedback for product or service enhancement.
  10. Collaboration: Partner with other departments to resolve intricate client issues.
  11. Client Satisfaction:
    Surveys: Conduct client satisfaction surveys to collect feedback and evaluate overall satisfaction levels.
  12. Retention: Focus on client retention by ensuring a positive client experience.
  13. Administrative Tasks:
    Data Entry: Input and update client information in databases.
  14. Reports: Generate reports on client interactions and feedback.
  15. Compliance:
    Adherence: Ensure compliance with company policies and procedures in all client interactions.
  16. Training and Development:
    Self-Improvement: Stay updated on product developments and industry trends through training sessions.
  17. Feedback: Provide management with insights regarding client concerns and trends.
  18. Team Collaboration:
    Coordination: Work together with team members and departments to enhance the overall client experience.
  19. Quality Assurance:
    Monitoring: Establish and maintain collaborative relationships within the organization.

ESSENTIAL FUNCTIONS/KEY COMPETENCIES: A strong understanding of Microsoft Office products and various communication platforms is required. The ability to multitask while delivering high-level customer service to multiple clients is essential. Adherence to all operational procedures and protocols, particularly regarding accuracy in the POS system and loss prevention, is crucial.

Requirements: This is an In-Person Position.

EDUCATION: High school diploma; college degree or coursework preferred.

EXPERIENCE: Ideally, 1-2 years of customer service experience.

OTHER: Normal overtime and extended work hours may be required. The ability to physically audit and inspect all operations is necessary.

SALARY: $17-$20 per hour