Client Success & Support Specialist

AMG & Associates, Inc.; Springfield (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

AMG & Associates, Inc. seeks a Client Support Specialist to deliver professional assistance, resolve inquiries, and ensure a positive client experience. You will be the main contact for clients, guiding them through products, services, and account-related requests with a focus on timely resolution.

The role requires excellent communication, problem-solving, and empathy, with the ability to manage multiple requests and maintain professionalism while building long-term relationships.

Qualifications

• High school diploma or equivalent; an associate or bachelor’s degree in Business Administration, Communications, or related field preferred.
• Experience in customer service, client support, or customer success is advantageous.
• Strong written and verbal communication skills.

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 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

Excellent communication

Problem-solving

Attention to detail

Empathy

Time management

Team collaboration

Multitasking

Education

High school diploma or equivalent

Associate or Bachelor’s degree in Business Administration or Communications

Tools

Salesforce

Zendesk

HubSpot

Job description

AMG & Associates, Inc. seeks a Client Support Specialist to deliver professional assistance, resolve inquiries, and ensure a positive client experience. You will be the main contact for clients, guiding them through products, services, and account-related requests with a focus on timely resolution.

The role requires excellent communication, problem-solving, and empathy, with the ability to manage multiple requests and maintain professionalism while building long-term relationships.