Client Support Specialist CS7926

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

Job summary

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

You will be the main contact between the organization and clients, guiding them on products, services, and account-related processes with a focus on timely, accurate, and empathetic support. This hybrid/onsite role emphasizes collaboration and continuous service improvement.

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 and client support is an advantage.
• Excellent written and verbal communication skills are required.

Responsibilities

• Respond to client inquiries through email, telephone, live chat, and other approved channels.
• Provide accurate information regarding products, services, policies, and account-related matters.
• Troubleshoot client issues and coordinate resolutions within service guidelines.
• Document client interactions and resolutions in CRM or support systems.
• Assist clients with account setup, service requests, and routine tasks.
• Monitor outstanding requests and follow up to ensure timely resolution.
• Escalate complex issues to appropriate internal departments.
• Maintain professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest improvements to procedures.

Skills

Communication skills

Interpersonal skills

Problem-solving

Attention to detail

Time management

Teamwork

Adaptability

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

CRM platforms (Salesforce, Zendesk, HubSpot)

Job description

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.