Client Support Representative - PM Shift

Outcomes®; United States; On-site; USD 25,000 - 36,000; Full time

Job summary

Outcomes® is seeking a Client Support Representative to deliver high-level service to customers using phone systems, teleconference tools, and remote connections. You will handle a high volume of calls and provide accurate information about products, programs, and services.

Responsibilities include addressing inquiries with a customer-centric approach, troubleshooting issues, documenting interactions, and collaborating with internal teams to ensure client satisfaction and retention.

Qualifications

• 2+ years of work experience preferred in a technical call center environment.
• Ability to handle difficult client interactions with excellent listening and communication.
• Strong writing and documentation skills with proper grammar and formatting.
• Comfort with problem solving and escalating issues when needed.

Responsibilities

• Respond promptly and professionally to inbound calls and other channels.
• Provide accurate information about products, programs, and services.
• Address inquiries with a customer-centric approach and resolve issues.
• Identify and troubleshoot client issues, escalating as needed.
• Record and document client interactions and resolutions in the ticketing system.
• Collaborate with internal teams to gather information and enhance client experience.

Skills

Communication skills

Active listening

Problem solving

Written communication

De-escalation

Team collaboration

Adaptability

Tools

Ticketing system

Phone system

Teleconference tools

Remote connection tools

Job description

This is a Remote - 12:30pm - 9:00pm EST.

The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.

ESSENTIAL DUTIES & RESPONSIBILITIES

Customer Interaction

• Respond promptly and professionally to inbound calls and other communication channels.
• Provide accurate and relevant information to clients regarding products, programs, and services.
• Address client inquiries and concerns with a customer-centric approach.
• Identify and troubleshoot client issues, escalating them appropriately when necessary.
• Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
• Offer effective and timely solutions to meet client needs.

Product Knowledge

• Maintain a comprehensive understanding of the company's products, programs, and services.
• Stay informed about updates and changes in offerings to assist clients effectively.
• Utilize and maintain product knowledge base.
• Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.

Process Adherence

• Adhere to standard processes and procedures in handling client interactions.
• Ensure compliance with established protocols for issue resolution
• Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
• Communicate regularly with team members to share insights and updates.

Documentation

• Accurately record and document client interactions and resolutions.
• Keep detailed and organized records for reference and reporting purposes.

Client Retention

• Offer alternative solutions when appropriate with the goal of retaining clients' business.
• Analyze client needs and recommend relevant features to enhance their experience.
• Stay current with industry information, changes, and updates to provide informed support.
• Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.

Ad-hoc Support

• Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.

KNOWLEDGE & REQUIREMENTS

• Experience in a technical call center environment preferred.
• Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.
• Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
• Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure.
• Working hours - 12:30pm - 9:00pm EST.
• $22.00 per hour

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 2 years