Client Success & Support Specialist

R.W. Mercer Co.; Georgiana (AL); Hybrid; USD 55,000 - 80,000; Full time

Job summary

R.W. Mercer Co. is seeking a Client Support Specialist who provides professional assistance to clients, addresses inquiries, and resolves service-related issues to ensure a positive experience.

The role serves as a key contact between the organization and its clients, guiding them through products and account-related requests while maintaining clear and empathetic communication. This hybrid/onsite position in Alabama offers collaboration with sales, operations, and support teams, with

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

Time management

Active listening

Documentation

Teamwork

Independence

Education

High school diploma

Associates or Bachelor's degree preferred

Tools

CRM systems

Salesforce

Zendesk

HubSpot

Job description

R.W. Mercer Co. is seeking a Client Support Specialist who provides professional assistance to clients, addresses inquiries, and resolves service-related issues to ensure a positive experience.

The role serves as a key contact between the organization and its clients, guiding them through products and account-related requests while maintaining clear and empathetic communication. This hybrid/onsite position in Alabama offers collaboration with sales, operations, and support teams, with