Client Experience Specialist

R.W. Mercer Co.; Iowa Park (TX); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Onsite option

Job summary

R.W. Mercer Co. is seeking a Client Support Specialist to deliver professional assistance, resolve inquiries, and enhance the client experience. You will act as a primary contact for clients, guiding them through products, services, and account processes with calm, clear communication.

In this hybrid/onsite role, you will collaborate with sales, operations, and technical teams to resolve issues, document interactions, and improve service delivery while maintaining high satisfaction and retention.

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Previous experience in customer service or client support is advantageous.

Responsibilities

• Respond to client inquiries via email, phone, live chat and other channels.
• Provide accurate information on products, services, policies and account matters.
• Troubleshoot issues and coordinate resolutions within service guidelines.
• Document client interactions in CRM or support systems.
• Assist clients with account setup, service requests, and product navigation.
• Monitor and follow up on outstanding requests to ensure timely resolution.
• Escalate complex issues to appropriate internal teams.
• Maintain professional and empathetic communication throughout the process.
• Identify recurring concerns and suggest improvements to procedures.

Skills

Written & verbal communication

Customer service mindset

Organizational skills

Problem-solving

Time management

multitasking

Education

High school diploma

Associate or Bachelor’s preferred

Tools

Salesforce

Zendesk

HubSpot

Job description

R.W. Mercer Co. is seeking a Client Support Specialist to deliver professional assistance, resolve inquiries, and enhance the client experience. You will act as a primary contact for clients, guiding them through products, services, and account processes with calm, clear communication.

In this hybrid/onsite role, you will collaborate with sales, operations, and technical teams to resolve issues, document interactions, and improve service delivery while maintaining high satisfaction and retention.