Client Support Specialist CS2083

R.W. Mercer Co.; Hawaii; Híbrido; USD 55 000 - 80 000; Tempo integral

Resumo da oferta

R.W. Mercer Co. is seeking a Client Support Specialist who will serve as a main point of contact for clients, helping them navigate products and account requests.

You will address inquiries, resolve issues, and document interactions to ensure a positive client experience. The role requires strong communication, problem-solving, and organizational skills, with the ability to manage multiple requests in a hybrid/on-site setting in Hawaii.

Qualificações

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

Responsabilidades

• Respond to client inquiries via email, phone, live chat, and other approved channels.
• Provide accurate information regarding products, services, policies, and account matters.
• Troubleshoot client issues and coordinate resolutions within established service guidelines.
• Document client interactions 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 for timely resolution.
• Escalate complex technical, billing, or service-related issues to appropriate departments.
• Maintain professional, empathetic communication throughout the support process.
• Identify recurring client concerns and suggest improvements to procedures.
• Collaborate with sales, operations, technical support, and account management to meet client needs.
• Maintain records of client communications and feedback.
• Help clients understand available services and resources.
• Adhere to service standards, data-handling procedures, and company policies.
• Contribute to client satisfaction, retention, and service improvements.
• Meet established performance expectations for response times, resolution rates, and customer satisfaction.

Conhecimentos

Customer service

Communication

Problem solving

Multitasking

Teamwork

Formação académica

High school diploma or equivalent

Associates or Bachelor's degree preferred

Ferramentas

Salesforce

Zendesk

HubSpot

Descrição da oferta de emprego

We are seeking a customer-focused, organized, and solutions-oriented Client Support Specialist to provide professional assistance to clients, address inquiries, resolve service-related issues, and ensure a positive client experience.

The Client Support Specialist will serve as a key point of contact between the organization and its clients, helping customers navigate products, services, account-related requests, and support processes. This role requires excellent communication skills, strong problem-solving abilities, attention to detail, and a commitment to delivering timely and effective support.

The ideal candidate is patient, adaptable, and capable of managing multiple client requests while maintaining professionalism and building long-term client relationships.

Key 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 customer relationship management (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.

Required 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.

Preferred Qualifications

• Experience using CRM or customer support platforms such as Salesforce, Zendesk, HubSpot, or similar systems.
• Familiarity with ticketing systems, support queues, and service-level agreements (SLAs).
• Experience supporting business clients or managing account-related inquiries.
• Basic technical troubleshooting skills.
• Experience preparing service reports and maintaining client documentation.
• Familiarity with remote communication and collaboration tools.

Core Competencies

• Client relationship management
• Customer service and support
• Written and verbal communication
• Problem-solving and troubleshooting
• Active listening and empathy
• Conflict resolution
• Time management and prioritization
• Recordkeeping and documentation
• Attention to detail
• Teamwork and collaboration
• Adaptability and continuous improvement

Key Performance Indicators

Performance may be evaluated based on:

• Client satisfaction and service quality
• Response and resolution times
• First-contact resolution rate
• Support request completion
• Accuracy of documentation
• Compliance with service-level standards
• Client feedback and retention
• Contribution to service improvements

Work Environment

This position is structured as a hybrid, or onsite role, depending on organizational requirements.

Compensation

Indicative Annual Salary Range: $55,000-$80,000, depending on experience, qualifications, location, and job responsibilities.

The compensation package may also include applicable benefits, performance incentives, and other company-sponsored programs.