About Us

Client Services Specialist

Primary Responsibilities:

  • Answer customer inquiries regarding universal ASAP functionality over the phone and via email
  • Place outbound calls as needed to obtain information and provide solutions to the client; appropriately and consistently document the phone call and solutions
  • Research and resolve complaints to ensure customer retention and satisfaction
  • Schedule, conduct, and document account review meetings with customers
  • Successfully track multiple incomplete tasks/cases until they are resolved
  • Document and track client issues using available tools, which includes consistently creating cases in Desk.com or Salesforce
  • Work effectively and efficiently with workmates to troubleshoot and shepherd client issues to resolution

Requirements:

  • Associate’s degree or equivalent experience
  • At least one year of experience as a customer service representative in a call center environment
  • Consultative skills needed to assist customers with achieving their goals through the most efficient use of our services
  • Strong verbal and written communication skills are required
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications – Microsoft Word, Excel, and Outlook
  • Knowledge of administrative procedures
  • Internet and basic html knowledge
  • Consistent attention to details is a must

Nice to Haves:

  • Experience with Helpdesk and Customer Relationship Management applications; such as, Desk.com and Salesforce
  • Bilingual in Spanish/English is a plus
  • Experience with Learning Management Systems (LMS) is a plus
  • Experience with rapid eLearning authoring tools is a plus; such as, Articulate Studio, Articulate Storyline, or Captivate

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