Client Support Specialist CS8257

R.W. Mercer Co.; New London (CT); Hybride; USD 55 000 - 80 000; Plein temps

Résumé du poste

R.W. Mercer Co. is seeking a Client Support Specialist who is client-focused, organized, and solutions-oriented to assist clients, address inquiries, resolve service issues, and ensure a positive experience.

You will be the main contact for navigating products, services, and account matters, collaborating with sales and operations, while documenting interactions in CRM and meeting performance targets. The role offers a hybrid work arrangement and opportunities to contribute to service

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, customer success, or related role is advantageous.
• Excellent written and verbal communication skills.
• Strong interpersonal and professional communication 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 in a fast-paced environment.
• Proficiency with email, productivity tools, CRM systems, and collaboration platforms.
• Ability to work independently while collaborating with team members.
• Customer-first mindset and reliable service commitment.

Responsabilités

• Respond to client inquiries via email, phone, live chat, and other channels.
• Provide accurate information on products, services, policies, and account matters.
• Troubleshoot issues and coordinate resolutions within service guidelines.
• Document client interactions and resolutions in CRM or support systems.
• Assist with account setup, service requests, product navigation, and admin tasks.
• Monitor outstanding requests and follow up for timely resolution.
• Escalate complex issues to appropriate internal departments.
• Maintain professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest process improvements.
• Collaborate with sales, operations, and technical teams to address client needs.

Connaissances

Communication

Problem solving

Organization

Attention to detail

Teamwork

Multitasking

Active listening

Formation

High school diploma

Associate or Bachelor’s degree in Business Administration or Communications

Outils

CRM platforms (Salesforce, Zendesk, HubSpot)

Email & Office productivity tools

Description du poste

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.