Client Support Specialist

US-CA-Westlake Village
# of Openings
1
Category
Administrative/Clerical
Max
USD $16.00/Hr.

Basic Function

This role is responsible for supporting external CallSource clients with excellent customer service. The Client Support Specialist will also assist internal Account Managers with day-to-day account maintenance.  This position requires a strong knowledge of CallSource products, as well as the ability to maintain quality relationships with both internal and external customers.  Extensive training on all CallSource products will be provided.

 

This role presents a unique ground-floor opportunity with potential to move into other areas of the company such as Account Management, Business Advisory and Sales.  A typical day would involve approximately 10 - 20 calls with outside clients.  The majority of the work comes from internal Account Managers and is done on the computer.  The Client Support Specialist will be expected to work well in a team environment and will need to rely on critical thinking, technical ability and trouble shooting skills in order to perform the job at the expected level.

Responsibilities & Skills

  • Provide a high level of front-line customer service to CallSource clients with an emphasis on client satisfaction and retention.
  • Provide basic product training, trouble shooting and problem resolution to clients.
  • Provide professional, prompt and courteous client support by listening to clients and responding in a way that exceeds their expectations.
  • Work effectively with Account Management, Advisory and Sales staff in all departments.
  • Remain current on all CallSource products, product updates and new technologies using available resources throughout the company.
  • Complete projects and client requests timely.
  • Answer inbound calls and respond to emails from external and internal clients.
  • Coordinate efforts and collaborate with other departments to quickly and creatively resolve customer issues.
  • Some after-hours or weekend work may be required from time to time.
  • Other duties include covering the reception desk as needed.
  • Maintain open communication with the Client Support Supervisor and Team Lead to ensure they know what projects and requests are being worked on.
  • Troubleshoot and diagnose internal and external issues related to computer systems, CallSource products, tickets and cases, and phone systems. Troubleshooting in other areas may be required.

The successful candidate must possess the following skills:

  • Customer service
  • Diplomacy
  • Computer literacy and keyboard skills
  • Organizational skills and attention to detail
  • Excellent verbal and written communication skills
  • Project and time management skills
  • Flexible and able to adjust priorities as situation demands
  • Knowledge of Windows
  • Typing proficiency
  • Knowledge of internet browsers: IE, Firefox, Chrome, etc.
  • Intermediate to advanced Microsoft Office Suite skills: Excel, Outlook, Word
  • Knowledge of Excel pivot tables and formulas a plus
  • Knowledge of CRM systems a plus

Education, Training & Physical Requirements

  • High school diploma or equivalent required, Bachelor’s degree preferred
  • Ability to work effectively in a team setting
  • Prior customer service experience in a role requiring extensive customer interaction
  • Demonstrated success in building relationships with internal and external clients

Physical Requirements:

  • Standing, sitting at desk, using computer and phone

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