Client Success & Support Specialist

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

Job summary

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

The ideal candidate is organized, patient, and solutions-oriented, with strong communication and problem-solving skills. This hybrid/onsite role offers a competitive annual salary and opportunities to contribute to service improvements.

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree is preferred.
• Previous experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to client inquiries via email, telephone, live chat, and other approved channels.
• Provide accurate information on products, policies, and account-related matters.
• Troubleshoot issues and coordinate resolutions within service guidelines.
• Document interactions and resolutions in CRM or support systems.
• Assist clients with account setup, service requests, and product navigation.
• Monitor open requests and follow up to ensure timely closure.
• Escalate complex issues to appropriate internal teams.
• Maintain professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest improvements to support processes.
• Collaborate with sales, operations, and technical teams to address needs.
• Maintain accurate records of communications and feedback.
• Explain available services and resources relevant to clients' needs.

Skills

Communication

Problem-solving

Organization

Attention to detail

Time management

Empathy

Active listening

Teamwork

Education

AS/BS in Business Administration or Communications

Tools

Salesforce

Zendesk

HubSpot

Job description

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

The ideal candidate is organized, patient, and solutions-oriented, with strong communication and problem-solving skills. This hybrid/onsite role offers a competitive annual salary and opportunities to contribute to service improvements.