Client Experience & Support Specialist

R.W. Mercer Co.; Tincup (CO); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Benefits package

Performance incentives

Company-sponsored programs

Job summary

R.W. Mercer Co. is seeking a client-focused Client Support Specialist to guide customers through products and processes, resolve inquiries, and maintain a positive experience.

You will be the primary liaison, delivering timely, accurate information and calm, professional service. The role requires strong communication, problem-solving, and organizational skills, with experience using CRM systems. You will collaborate with sales, operations, and tech teams to resolve issues, document

Qualifications

• High school diploma or equivalent; associate or bachelor's preferred.
• Experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills.
• Strong interpersonal and professional communication with diverse clients.
• Problem-solving, critical-thinking, and conflict-resolution abilities.
• Organizational skills and attention to detail.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with email, office tools, customer support platforms, and CRM systems.

Responsibilities

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

Skills

Customer service

Written and verbal communication

Problem-solving

Organizational skills

CRM proficiency

Independent with team collaboration

Education

High school diploma or equivalent

Associate or Bachelor's preferred

Tools

Salesforce

Zendesk

HubSpot

Job description

R.W. Mercer Co. is seeking a client-focused Client Support Specialist to guide customers through products and processes, resolve inquiries, and maintain a positive experience.

You will be the primary liaison, delivering timely, accurate information and calm, professional service. The role requires strong communication, problem-solving, and organizational skills, with experience using CRM systems. You will collaborate with sales, operations, and tech teams to resolve issues, document