Client Services Associate (B2B Customer Service Specialist)

RapidRatings; Quincy (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

RapidRatings is seeking B2B Customer Service Specialists to support global clients and manage inquiries via phone and email. You will triage issues, coordinate resources, and help execute private company ratings programs across our client base.

You will partner with clients, guide best practices, and ensure smooth onboarding and workflow configuration within our systems. Strong communication, Excel proficiency, and prior CX experience are essential for success.

Qualifications

• Bachelor’s degree or equivalent years of work experience.
• Experience in a client interaction role in a high-volume CX/operations environment.
• Proficiency with Microsoft Office suite.
• Experience with CRM software.
• Hands-on experience with Intercom or similar CX platform (Zendesk, Salesforce Service Cloud).

Responsibilities

• Product Support: manage and resolve incoming service inquiries; allocate work for timely responses.
• Program Management: support client programs with best practices and guidance.
• Data Management: maintain and reconcile operational data across the tech stack.
• Client Configuration: onboard new clients and establish program workflows.

Skills

Communication

Analytical thinking

High-volume CX

Problem solving

Detail oriented

Excel

Education

Bachelor's Degree or equivalent

Tools

Intercom

Zendesk

Salesforce Service Cloud

Microsoft Office

Job description

B2B Customer Service Specialists work with global clients to facilitate program operations of the FHR (Financial Health Rating) Exchange®. Specialists manage and address support inquiries via telephone and e-mail, providing solutions themselves, or coordinating internal resources as necessary.

As product experts, Specialists will be skilled at triaging issues and identifying the most efficient ways to provide solutions and meet our clients’ needs.Additionally, Specialists will partner with clients to facilitate execution of their private company ratings programs and provide related support. Specialists will report to a Manager, Client Services, operating within the broader Client Delivery and Operations team.

What will you do in the role?

• Product Support: Work with our team to manage and complete incoming service inquiries from across our client base. Allocate work internally to ensure timely responses and successful outcomes for our clients. This includes hundreds of clients requests each month regarding their private company ratings programs.
• Program Management: Understand the nuances of how our services fit within various client programs. Support the success of our clients’ programs through providing best practices and strategic guidance to a wide range of stakeholders.
• Data Management: Ensuring the integrity of our database of Client and counterparty contacts is critical to our overall program success. You will assist in maintaining, updating, and reconciling operational data across our tech stack, as necessary.
• Client Configuration: You will execute the administrative tasks for onboarding new clients and establishing the program workflows necessary for each client’s risk management program.

What would make you successful?

• Strong written and verbal communications.
• Detail oriented and self-motivated.
• Exceptional critical and strategic thinking skills.
• Excel Proficiency required.
• Bachelor’s Degree or equivalent years of work experience required.
• Enterprise B2B support experience a plus.

To meet the basic qualifications for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Other requirements to be considered include:

• Bachelor’s degree
• Prior experience in a client interaction role, ideally in a high-volume CX/operations environment. Proven ability to interact professionally and effectively with clients and their suppliers
• Experience working with financial statements a huge plus
• Demonstrated ability to prioritize, organize, and maintain quality across high-volume work — you don’t let case count come at the expense of care
• Advanced proficiency with Microsoft Office suite
• Prior experience using CRM software
• Hands‑on experience with Intercom or a comparable CX platform (Zendesk, Salesforce Service Cloud, etc.) — comfortable working across workflows, macros, saved replies, and reporting to manage a high-volume queue efficiently
• Strong written and oral communication skills and the ability to communicate effectively across all levels, including both internally and externally with clients and suppliers
• Customer oriented: tactful, courteous, and unflappable under pressure
• Excellent diligence, critical thinking, and analytical skills — the instinct to ask “why do we do it this way” and follow through on a better answer

Why join RapidRatings?

Here at RapidRatings we foster an environment where employees feel recognized for their contributions, appreciated for their individuality, and empowered to do their best. We know that bringing together employees with different backgrounds, perspectives and experiences sparks innovation, promotes better decision making, and yields the creative problem solving that’s critical to our long-term success. We offer an attractive benefits package with bonus, flexible work environment, unlimited PTO, and much more. With us, you are not just a number — we value people who are working hard and strive to make a real difference. Join our team to be a part of an industry-changing company and drive your career in the right direction.

Would you like to know more about us and RapidRatings?

Head over to our website: https://www.rapidratings.com.

RapidRatings International Inc. (“RapidRatings”) is proud to be an equal opportunities employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We may access publicly available information as part of RapidRatings review of your application. This online application feature is hosted in the United States by RapidRatings, Inc., and we may process your application and information relating to you in the United States, Ireland and other RapidRatings locations, as we deem appropriate under the circumstances.

Protecting your privacy and the security of your data is a top priority for RapidRatings. Please consult your Privacy Notice (https://www.rapidratings.com/privacy-policy) to know more about how we collect, use and transfer the personal data of our candidates.

We wish you every success.