Client Success & Support Specialist

R.W. Mercer Co.; Idaho Falls (ID); Hybrid; USD 55,000 - 80,000; Full time

Job summary

R.W. Mercer Co. is seeking a Client Support Specialist to deliver professional assistance to clients, address inquiries, resolve service issues, and ensure a positive client experience.

The role acts as a primary contact between the organization and its clients, guiding them through products, services, account-related requests, and support processes. Strong communication, problem-solving, and detail orientation are essential.

Qualifications

• High school diploma required; associate or bachelor’s in Business Administration or Communications preferred.
• Experience in customer service or client support is advantageous.
• 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 in a fast-paced environment.
• Proficiency with email, office productivity tools, CRM systems, and customer support platforms.
• Ability to work independently while collaborating with team members.
• Customer-first mindset and a commitment to delivering reliable service.

Responsibilities

• Respond to client inquiries through email, telephone, live chat, and other approved channels.
• Provide accurate information regarding 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 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 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

Organization

Time management

Attention to detail

Teamwork

Adaptability

Client relationship management

Education

Business/Comm degree

Tools

CRM proficiency

Salesforce

Zendesk

HubSpot

Job description

R.W. Mercer Co. is seeking a Client Support Specialist to deliver professional assistance to clients, address inquiries, resolve service issues, and ensure a positive client experience.

The role acts as a primary contact between the organization and its clients, guiding them through products, services, account-related requests, and support processes. Strong communication, problem-solving, and detail orientation are essential.