Client Success Advocate

R.W. Mercer Co.; Hawaii; Hybrid; USD 55,000 - 80,000; Full time

Job summary

R.W. Mercer Co. is seeking a Client Support Specialist who will serve as a main point of contact for clients, helping them navigate products and account requests.

You will address inquiries, resolve issues, and document interactions to ensure a positive client experience. The role requires strong communication, problem-solving, and organizational skills, with the ability to manage multiple requests in a hybrid/on-site setting in Hawaii.

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to client inquiries via email, phone, live chat, and other approved channels.
• Provide accurate information regarding products, services, policies, and account matters.
• Troubleshoot client issues and coordinate resolutions within established service guidelines.
• Document client interactions and resolutions in CRM or support systems.
• Assist clients with account setup, service requests, product navigation, and routine administrative tasks.
• Monitor outstanding support requests and follow up for timely resolution.
• Escalate complex technical, billing, or service-related issues to appropriate departments.
• Maintain professional, empathetic communication throughout the support process.
• Identify recurring client concerns and suggest improvements to procedures.
• Collaborate with sales, operations, technical support, and account management to meet client needs.
• Maintain records of client communications and feedback.
• Help clients understand available services and resources.
• Adhere to service standards, data-handling procedures, and company policies.
• Contribute to client satisfaction, retention, and service improvements.
• Meet established performance expectations for response times, resolution rates, and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

Education

High school diploma or equivalent

Associates or Bachelor's degree preferred

Tools

Salesforce

Zendesk

HubSpot

Job description

R.W. Mercer Co. is seeking a Client Support Specialist who will serve as a main point of contact for clients, helping them navigate products and account requests.

You will address inquiries, resolve issues, and document interactions to ensure a positive client experience. The role requires strong communication, problem-solving, and organizational skills, with the ability to manage multiple requests in a hybrid/on-site setting in Hawaii.