Client Experience Associate

Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.

Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.

Job Description
CSA TS Client Services
About The Role
As a Client Services Associate (CSA) in the Technical Support department within the Customer Service category, you will serve as a key liaison between our company and our clients, providing exceptional support and assistance. Your primary responsibility will be to address client inquiries, troubleshoot technical issues, and ensure timely resolution of all support requests. You will play a vital role in maintaining client satisfaction and fostering positive relationships by delivering high-quality service and support.

Essential Job Responsibilities
Daily tasks and responsibilities include, but are not limited to the following:

• Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction.
• Provide consistent quality experience in satisfying client demands.
• Continuously monitor email. Respond accordingly, as per business processes and operational guidelines, in a timely manner.
• Demonstrate strong attention to and focus on details and processes. Perform frequent quality checks during process.
• Handle time-sensitive, confidential materials in accordance with privacy protection policies.
• Establish operating procedures and quality standards.
• Adapt to process changes as required by the client.
• Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy.
• Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.
• Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.
• Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.
• Other site national support and special projects as needed.
• Participate in cross-training.

qualifications

• 2+ years of customer service experience
• High school diploma or equivalent (GED)
• Computer experience (Microsoft Office and/or Google Workspace. i.e. Word, Excel, E-mail, etc.)
• Excellent verbal and written communication skills

Requirements

• Strong organizational skills, attention to details
• Ability to work with minimal supervision
• Ability to run a variety of tasks while fostering teamwork
• Ability to learn various programs and applications
• Ability to lift up to 55 lbs.
• Ability to consistently adhere to business procedure guidelines and policies, and company safety standards
• Accountability to meet the employer's attendance policy
• Ability to take and follow directions
• Professional presence

EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, , , , or We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.