Hybrid Client Support & Solutions Specialist

R.W. Mercer Co.; New London (CT); Hybrid; USD 55,000 - 80,000; Full time

Job summary

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.

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 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.

Skills

Communication

Problem solving

Organization

Attention to detail

Teamwork

Multitasking

Active listening

Education

High school diploma

Associate or Bachelor’s degree in Business Administration or Communications

Tools

CRM platforms (Salesforce, Zendesk, HubSpot)

Email & Office productivity tools

Job description

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