We are looking for a client support associate. This person will handle inbound calls from our service clients, take pertinent information regarding any issues or requests, and coordinate the right individual to support and resolve, whether remotely or in-person. Over time, this individual will help with Level 1 triage of issues. In addition, this person should be capable of analysis of data to identify trends in the service department and assist other support personnel with additional activities. the best CSAs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. CSAs put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to client support associates. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
Manage incoming calls
Identify and assess customers’ needs to achieve satisfaction
Schedule Technician appointments with the clients as needed
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Look for trends and analyze data to assist in planning purposes
Skills
Proven customer support experience or experience as a client support associate
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Some Financial analytical skills a plus
Job Type: Full-time
Benefits:
401(k)
Dental insurance
Vision Insurance
Health insurance
Paid time off
Schedule:
8 hour shift
Education:
Bachelor's (Required)
Work Location: In person