Customer Support Associate

Job Description

REQUIREMENTS

• 1-3 years of work experience in a similar role in a business services environment utilizing Customer Support Software
• Prior success in a customer service, sales, or other customer-facing role
• Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager, call center for finance, insurance, medical, or similar)
• Demonstrated success in consistently meeting deadlines
• Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone.
• Familiarity with Google Suite or Microsoft Office
• Ability to provide exceptionally attentive service in a fast-paced environment
• Effectively multitask, manage time, and prioritize
• Experience using and maintaining a knowledge base
• Ability to solve complex problems and learn new information on-the-fly
• 2+ years experience in client service, preferably in a business services environment utilizing Client Service Software
• Attention to detail

Preferred Qualifications

• College degree
• Prior experience in customer support or another client-facing role for large B2B accounts ($100k+) and/or high-net-worth individuals

RESPONSIBILITIES

• Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
• Provide consistently accurate and complete information.
• Speak warmly and empathetically to clients while maintaining realistic expectations.
• Navigate client conflict by addressing it head-on in a professional, pleasant manner.
• Convey a desire to collaborate and find a mutual solution.
• Articulate solutions confidently, politely, and empathetically.
• Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
• “Tees up” conversations for Account Management about complex offerings.
• Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.

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