Client Success Advocate

Stella Contracting, Inc; Town of Schroeppel (NY); On-site; USD 55,000 - 80,000; Full time

Job summary

Stella Contracting, Inc. is seeking a Client Support Specialist who focuses on the client experience, answering inquiries via email, phone, and chat, and guiding customers through products and account-related requests.

You will document interactions in CRM, resolve issues within service guidelines, coordinate with sales and operations, and strive for timely resolutions while maintaining professionalism.

Qualifications

• High school diploma or equivalent; associate/bachelor's preferred in related fields.
• Experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills required.
• Strong interpersonal skills and professional communication 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 in a fast-paced environment.
• Proficiency with email, office tools, customer support platforms, and CRM systems.
• Ability to work independently while collaborating with team members.
• Customer-first mindset and commitment to reliable service.

Responsibilities

• Respond to client inquiries via email, phone, live chat, and other channels.
• Provide accurate information on products, services, policies, and accounts.
• 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, and product navigation.
• Monitor outstanding requests and follow up for timely resolution.
• Escalate complex issues to appropriate internal departments.
• Maintain professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest service improvements.
• Collaborate with sales, operations, and technical teams to address needs.
• Maintain records of client communications and feedback.
• Explain available services, features, and resources relevant to clients.
• Adhere to service standards and data-handling procedures.
• Contribute to customer satisfaction, retention, and service improvements.
• Meet performance expectations for response times, resolution rates, and CSAT.

Skills

Written communication

Verbal communication

Interpersonal skills

Problem-solving

Organization

Multitasking

Education

Associate degree

Bachelor's degree

Tools

Salesforce

Zendesk

HubSpot

Job description

Stella Contracting, Inc. is seeking a Client Support Specialist who focuses on the client experience, answering inquiries via email, phone, and chat, and guiding customers through products and account-related requests.

You will document interactions in CRM, resolve issues within service guidelines, coordinate with sales and operations, and strive for timely resolutions while maintaining professionalism.