Hybrid Client Support & Solutions Specialist

R.W. Mercer Co.; Alaska (WI); 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.

This role acts as a primary point of contact, guiding customers through products, services, and account-related requests with clear, empathetic communication. The ideal candidate will manage multiple requests in a fast-paced environment, document interactions in CRM, collaborate with sales, operations, and technical teams, and strive for

Qualifications

• Requires high school diploma or equivalent; associate or bachelor's degree preferred.
• Previous customer service or client support experience is a plus.
• Excellent written and verbal communication skills.
• Ability to manage multiple client requests in fast-paced environments.
• Proficient with email, productivity tools, CRM platforms, and ticketing systems.
• Ability to work independently while collaborating with a team.
• Customer-first mindset and reliable service commitment.

Responsibilities

• 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 interactions and resolutions in CRM systems.
• Assist with account setup, service requests, product navigation, and admin tasks.
• Monitor outstanding requests and follow up for timely closure.
• Escalate complex issues to appropriate internal teams.
• Maintain professional and empathetic communication throughout the process.
• Collaborate with sales, operations, tech support, and account management.
• Contribute to service improvements and client satisfaction metrics.

Skills

Written communication

Verbal communication

Interpersonal skills

Problem-solving

Organizational skills

Time management

CRM systems

Team collaboration

Attention to detail

Independent work

Education

High school diploma or equivalent

Associate degree

Bachelor's degree

Tools

CRM systems

Salesforce

Zendesk

HubSpot

Ticketing systems

Job description

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

This role acts as a primary point of contact, guiding customers through products, services, and account-related requests with clear, empathetic communication. The ideal candidate will manage multiple requests in a fast-paced environment, document interactions in CRM, collaborate with sales, operations, and technical teams, and strive for