Client Success & Support Specialist

AMG & Associates, Inc.; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

AMG & Associates, Inc. is seeking a Client Support Specialist to deliver professional assistance to clients, address inquiries, resolve service issues, and ensure a consistently positive client experience across all channels.

You will serve as the main contact between the organization and its clients, document interactions in CRM, manage account-related requests, escalate complex issues, and collaborate with sales, operations, and technical teams to improve service delivery and client

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree in Business Administration or Communications preferred.
• Previous experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and professional communication with diverse clients.
• 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.
• Proficiency with email, office tools, and CRM systems.
• Ability to work independently while collaborating with team members.

Responsibilities

• Respond to client inquiries via email, phone, live chat, and other approved channels.
• Provide accurate information on products, services, policies, and account matters.
• Troubleshoot client issues and coordinate resolutions within service guidelines.
• Document client interactions, requests, complaints, and resolutions in CRM systems.
• Assist clients with account setup, service requests, product navigation, and admin tasks.
• Monitor outstanding requests and follow up to ensure timely resolution.
• Escalate complex technical, billing, or service issues to appropriate departments.
• Maintain clear, professional, and empathetic communication throughout the process.
• Identify recurring concerns and suggest improvements to procedures and delivery.
• Collaborate with sales, operations, and technical teams to address client needs.
• Keep records of communications, feedback, and support activities.
• Help clients understand services, features, and resources relevant to their needs.
• Follow service standards and data-handling policies.
• Contribute to client satisfaction, retention, and service-improvement initiatives.

Skills

Communication skills

Problem-solving

Time management

Attention to detail

Organization

Multitasking

Education

High school diploma or equivalent; associate/bachelor preferred in Business Administration or Communications

Tools

Salesforce

Zendesk

HubSpot

Job description

AMG & Associates, Inc. is seeking a Client Support Specialist to deliver professional assistance to clients, address inquiries, resolve service issues, and ensure a consistently positive client experience across all channels.

You will serve as the main contact between the organization and its clients, document interactions in CRM, manage account-related requests, escalate complex issues, and collaborate with sales, operations, and technical teams to improve service delivery and client