Client Support & Success Specialist

R.W. Mercer Co.; Arkansas City (AR); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Hybrid work option

Benefits package

Job summary

R.W. Mercer Co. seeks a Client Support Specialist to provide professional assistance to clients, resolving inquiries and issues to ensure a positive experience. You will guide customers through products, services, and account processes, maintaining professionalism and timely responses.

The ideal candidate will be patient, adaptable, and capable of handling multiple requests while building long-term client relationships. Strong communication, empathy, and problem-solving are essential.

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree preferred.
• Experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills.
• Strong interpersonal and professional communication with diverse clients.
• Problem-solving, critical-thinking, and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with email, productivity tools, CRM systems, and support platforms.
• Ability to work independently while collaborating with a team.
• Customer-first mindset and commitment to reliable service.

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, requests, complaints, and resolutions in CRM.
• 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 clear, professional, and empathetic communication.
• Identify recurring concerns and suggest support improvements.
• Collaborate with sales, operations, tech support, and account teams.
• Maintain records of communications, feedback, and activities.
• Help clients understand available services and resources.
• Follow service standards, data-handling procedures, and policies.
• Contribute to customer satisfaction, retention, and service improvements.
• Meet performance expectations for response times, resolutions, and quality.

Skills

Customer service

Communication

Problem solving

Organizational skills

CRM familiarity

Multitasking

Teamwork

Documentation

Empathy

Active listening

Education

High school diploma

Associate or Bachelor's degree (preferred)

Tools

Salesforce

Zendesk

HubSpot

CRM

Email tools

Job description

R.W. Mercer Co. seeks a Client Support Specialist to provide professional assistance to clients, resolving inquiries and issues to ensure a positive experience. You will guide customers through products, services, and account processes, maintaining professionalism and timely responses.

The ideal candidate will be patient, adaptable, and capable of handling multiple requests while building long-term client relationships. Strong communication, empathy, and problem-solving are essential.