Hybrid Client Support & Solutions Specialist

R.W. Mercer Co.; Delaware Water Gap (PA); Hybrid; USD 55,000 - 80,000; Full time

Job summary

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

The role focuses on ensuring a positive client experience through clear communication and effective problem-solving. You will work across teams to navigate products, manage account requests, and document interactions in CRM systems. The hybrid/onsite position requires attention to detail, customer-first mindset, and the ability to handle

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Previous experience in customer service or client support is advantageous.
• Excellent written and verbal communication skills.
• Strong interpersonal and professional communication with diverse clients.
• Effective problem-solving and organizational abilities.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with email, CRM, and office productivity tools.
• Ability to work independently while collaborating with the team.

Responsibilities

• Respond to client inquiries via email, phone, live chat, and other approved channels.
• Provide accurate product and policy information to clients.
• Troubleshoot issues and coordinate resolutions within service guidelines.
• Document client interactions and resolutions in CRM systems.
• Assist with account setup, service requests, and navigation of products.
• Monitor open requests and follow up for timely resolution.
• Escalate complex issues to appropriate internal teams.
• Maintain clear, empathetic communication throughout the support process.
• Identify recurring concerns and suggest improvements to procedures.
• Collaborate with sales, operations, and technical teams to meet client needs.
• Keep accurate records of client communications and feedback.

Skills

Communication skills

Written & verbal communication

Interpersonal skills

Problem-solving

Organizational skills

Multitasking

Independent worker

Team collaboration

Customer-first mindset

Education

High school diploma or equivalent

Associate or Bachelor's degree in Business Administration or Communications (preferred)

Tools

CRM systems

Salesforce

Zendesk

HubSpot

Microsoft Office

Job description

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

The role focuses on ensuring a positive client experience through clear communication and effective problem-solving. You will work across teams to navigate products, manage account requests, and document interactions in CRM systems. The hybrid/onsite position requires attention to detail, customer-first mindset, and the ability to handle