Client Success & Support Specialist

AMG & Associates, Inc.; New England (ND); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Benefits package

Performance incentives

Job summary

AMG & Associates, Inc. seeks a Client Support Specialist to provide professional client assistance, address inquiries, resolve service-related issues, and ensure a positive client experience across channels.

The role serves as a key liaison between the organization and clients, helping them navigate products, account-related requests, and support processes. Excellent communication, problem-solving, and attention to detail are essential for success.

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 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

Communication

Customer service

Problem-solving

Organizational skills

Multitasking

CRM systems

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Salesforce

Zendesk

HubSpot

Job description

AMG & Associates, Inc. seeks a Client Support Specialist to provide professional client assistance, address inquiries, resolve service-related issues, and ensure a positive client experience across channels.

The role serves as a key liaison between the organization and clients, helping them navigate products, account-related requests, and support processes. Excellent communication, problem-solving, and attention to detail are essential for success.