Client Service Specialist

R.W. Mercer Co.; Fort Worth (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

Une entreprise en pleine croissance recherche un Spécialiste du Service Client à Distance pour renforcer les relations avec les clients. Dans ce rôle, vous serez le principal point de contact pour les questions des clients, en fournissant un support proactif et en assurant une transition fluide du service de vente à la gestion des comptes. Vous devrez en outre collaborer avec différents départements pour résoudre les problèmes efficacement. Les candidats doivent posséder un diplôme de niveau bac et une expérience antérieure en service client dans un environnement de services professionnels, SaaS ou financier.

Qualifications

• Bachelier requis ou expérience professionnelle équivalente.
• 2 ans d'expérience en support client ou coordination de comptes.
• Empathique, axé sur les solutions et capable d'établir un bon rapport avec les clients.

Responsibilities

• Servir de point de contact principal pour les demandes des clients.
• Gérer les processus d'onboarding des clients.
• Résoudre les questions de produit, de facturation ou de service.

Skills

Communication écrite et verbale

Gestion du temps

Multitâche

Compréhension des workflows de support client

Education

Bachelier en Business, Communication, Marketing ou domaine connexe

Tools

Salesforce

Zendesk

HubSpot

Microsoft Office

Google Workspace

Job description

As a Remote Client Service Specialist, you will serve as a key liaison between the organization and its clients, providing high-quality support, managing inquiries, and ensuring a seamless experience throughout the client journey. Your primary goal is to strengthen client relationships by addressing needs, resolving issues efficiently, and delivering a service experience that reflects the company's values and standards.

You will work across departments such as sales, finance, onboarding, and operations to respond to client requests, manage service escalations, and proactively communicate solutions. This role requires strong interpersonal skills, high attention to detail, and a deep understanding of client support workflows, preferably in a B2B or high-touch service environment.

Key Responsibilities:

Serve as the primary point of contact for client inquiries, ensuring timely and professional communication via phone, email, or chat

Manage client onboarding processes, ensuring a smooth transition from sales to account management

Resolve product, billing, service, or technical inquiries by coordinating with internal teams

Track and manage service requests using CRM or ticketing systems (e.g., Salesforce, Zendesk, HubSpot)

Build long-term relationships by delivering proactive support and follow-up on open items

Monitor client satisfaction and escalate issues as needed to internal stakeholders or senior support teams

Maintain accurate client records and documentation of interactions, commitments, and service activities

Assist with client education, such as walking users through platform features or sharing support materials

Identify patterns in client issues to recommend process improvements or product enhancements

Support account renewals, reporting, or service reviews as needed in collaboration with sales or account managers

Required Qualifications:

Bachelors degree in Business, Communications, Marketing, or a related field (or equivalent work experience)

2 years of experience in client support, account coordination, or customer success, ideally in a professional services, SaaS, or financial environment

Excellent verbal and written communication skills

Strong organizational and time management skills with the ability to multitask

Comfortable working with CRM systems, ticketing platforms, and Microsoft Office/Google Workspace

Ability to work independently in a fully remote, client-facing role

Empathetic, solution-focused, and capable of building strong client rapport