Hybrid Client Support Specialist Elevate Customer Experience

R.W. Mercer Co.; Texas; Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Benefits package

Performance incentives

Job summary

R.W. Mercer Co. is seeking a Client Support Specialist to provide professional client assistance, resolve inquiries, and ensure a positive client experience across email, phone, and live chat.

You will guide clients through products, services, and account-related requests while maintaining accurate records in CRM systems. The ideal candidate is patient, adaptable, and skilled at managing multiple requests in a fast-paced environment, collaborating with sales, operations, and technical teams to

Qualifications

• High school diploma or equivalent; an associate or bachelor’s degree preferred.
• Experience in customer service or related role is an advantage.
• 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 tasks in a fast-paced environment.
• Proficiency with email, productivity tools, customer support platforms, and CRM systems.
• Ability to work independently while collaborating with team members.
• 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 account matters.
• Troubleshoot issues and coordinate resolutions within service guidelines.
• Document client interactions in CRM or support systems.
• Assist with account setup, service requests, and product navigation.
• Monitor open requests and follow up to ensure timely resolution.
• Escalate complex issues to appropriate internal departments.
• Maintain clear, professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest improvements to support processes.
• Collaborate with sales, operations, technical support, and account management teams.

Skills

Written communication

Verbal communication

Interpersonal skills

Problem-solving

Time management

Prioritization

Attention to detail

Teamwork

Active listening

Empathy

Conflict resolution

Education

High school diploma

Associate or Bachelor’s preferred

Tools

Salesforce

Zendesk

HubSpot

CRM systems

Ticketing systems

SLAs

Job description

R.W. Mercer Co. is seeking a Client Support Specialist to provide professional client assistance, resolve inquiries, and ensure a positive client experience across email, phone, and live chat.

You will guide clients through products, services, and account-related requests while maintaining accurate records in CRM systems. The ideal candidate is patient, adaptable, and skilled at managing multiple requests in a fast-paced environment, collaborating with sales, operations, and technical teams to