Client Success & Support Specialist

R.W. Mercer Co.; Indiana Beach (IN); Hybrid; USD 55,000 - 80,000; Full time

Job summary

R.W. Mercer Co. is seeking a Client Support Specialist to provide professional assistance to clients, address inquiries, and resolve service-related issues while delivering a positive client experience.

You will be the main contact between the organization and clients, guiding them on products, services, and account-related processes with a focus on timely, accurate, and empathetic support. This hybrid/onsite role emphasizes collaboration and continuous service improvement.

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 and client support is an advantage.
• Excellent written and verbal communication skills are required.

Responsibilities

• Respond to client inquiries through email, telephone, live chat, and other approved channels.
• Provide accurate information regarding products, services, policies, and account-related matters.
• Troubleshoot client 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 routine tasks.
• Monitor outstanding requests and follow up to ensure timely resolution.
• Escalate complex issues to appropriate internal departments.
• Maintain professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest improvements to procedures.

Skills

Communication skills

Interpersonal skills

Problem-solving

Attention to detail

Time management

Teamwork

Adaptability

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

CRM platforms (Salesforce, Zendesk, HubSpot)

Job description

R.W. Mercer Co. is seeking a Client Support Specialist to provide professional assistance to clients, address inquiries, and resolve service-related issues while delivering a positive client experience.

You will be the main contact between the organization and clients, guiding them on products, services, and account-related processes with a focus on timely, accurate, and empathetic support. This hybrid/onsite role emphasizes collaboration and continuous service improvement.