Client Success & Support Specialist

R.W. Mercer Co.; Springfield (IL); Hybrid; USD 55,000 - 80,000; Full time

Job summary

R.W. Mercer Co. seeks a Client Support Specialist to provide professional assistance to clients, address inquiries, resolve service issues, and ensure a positive client experience.

You’ll be a key contact, helping customers navigate products, accounts, and support processes with clear, empathetic communication. The role requires strong problem-solving, organization, and the ability to manage multiple client requests while building long-term relationships.

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree preferred.
• Experience in customer service or related roles is advantageous.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to client inquiries via email, phone, live chat and other channels.
• Provide accurate information on products, services, policies, and accounts.
• Troubleshoot issues and coordinate resolutions within service guidelines.
• Document interactions and resolutions in CRM/support systems.
• Assist with account setup, service requests, and routine tasks.
• Monitor and follow up on outstanding requests for timely closure.
• Escalate complex issues to appropriate internal teams.
• Maintain professional, empathetic communication throughout.

Skills

Customer service

Written communication

Verbal communication

Problem solving

Organization

Multitasking

Attention to detail

Empathy

Education

Associate or Bachelor's degree preferred

Tools

Salesforce

Zendesk

HubSpot

CRM systems

Job description

R.W. Mercer Co. seeks a Client Support Specialist to provide professional assistance to clients, address inquiries, resolve service issues, and ensure a positive client experience.

You’ll be a key contact, helping customers navigate products, accounts, and support processes with clear, empathetic communication. The role requires strong problem-solving, organization, and the ability to manage multiple client requests while building long-term relationships.