Client Experience & Support Specialist

Stella Contracting, Inc; White Sulphur Springs (WV); On-site; USD 55,000 - 80,000; Full time

Job summary

Stella Contracting, Inc. seeks a Client Support Specialist to be the primary contact for clients, guiding them through products, services, and account-related requests with professionalism.

You will respond to inquiries via email, phone, and chat; troubleshoot issues; document interactions in CRM; and collaborate with sales and operations to ensure timely resolutions and high client satisfaction.

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, client support, customer success, or a related role is an advantage.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to communicate professionally with diverse clients.
• Effective problem-solving, critical-thinking, and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and prioritize tasks in a fast-paced environment.
• Basic proficiency with email, office productivity tools, customer support platforms, and CRM systems.
• Ability to work independently while collaborating effectively with team members.
• A customer-first mindset and a commitment to delivering reliable service.

Responsibilities

• Respond to client inquiries through email, telephone, live chat, and other approved communication channels.
• Provide accurate information regarding company products, services, policies, procedures, and account-related matters.
• Troubleshoot client issues and coordinate appropriate resolutions within established service guidelines.
• Document client interactions, requests, complaints, and resolutions in customer relationship management (CRM) or support systems.
• Assist clients with account setup, service requests, product navigation, and routine administrative tasks.
• Monitor outstanding support requests and follow up to ensure timely resolution.
• Escalate complex technical, billing, or service-related issues to the appropriate internal departments.
• Maintain clear, professional, and empathetic communication throughout the support process.
• Identify recurring client concerns and recommend improvements to support procedures and service delivery.
• Collaborate with sales, operations, technical support, account management, and other teams to address client needs.
• Maintain accurate records of client communications, feedback, and support activities.
• Help clients understand available services, features, and resources relevant to their needs.
• Follow established service standards, data-handling procedures, and company policies.
• Contribute to customer satisfaction, client retention, and continuous service improvement initiatives.
• Meet established performance expectations for response times, resolution rates, service quality, and customer satisfaction.

Skills

Customer service

Communication

Problem-solving

Organization

CRM proficiency

Multitasking

Empathy

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

CRM systems

Job description

Stella Contracting, Inc. seeks a Client Support Specialist to be the primary contact for clients, guiding them through products, services, and account-related requests with professionalism.

You will respond to inquiries via email, phone, and chat; troubleshoot issues; document interactions in CRM; and collaborate with sales and operations to ensure timely resolutions and high client satisfaction.