Hybrid Client Support & Success Specialist

R.W. Mercer Co.; Florida City (FL); 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, resolve service-related issues, and ensure a positive client experience.

The role emphasizes empathy, clear communication, and problem solving as you troubleshoot issues, document interactions, and collaborate with sales, operations, and technical teams to ensure swift resolutions. Hybrid or onsite in the Florida City area, with a salary range of $55,000–$80,000 per year and

Qualifications

• High school diploma or equivalent required; associate/bachelor preferred.
• Previous client support or customer service experience is advantageous.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to engage diverse clients.
• Ability to troubleshoot and resolve issues with patience and professionalism.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with email, office tools, and CRM systems.

Responsibilities

• Respond to client inquiries through email, telephone, live chat, and other approved channels.
• Provide accurate information regarding products, services, policies, procedures, and account-related matters.
• Troubleshoot client issues and coordinate resolutions within service guidelines.
• Document client interactions, requests, complaints, resolutions in CRM or support systems.
• Assist clients with account setup, service requests, product navigation, and routine administrative tasks.
• Monitor outstanding support requests and follow up to ensure timely resolution.
• Escalate complex issues to appropriate internal departments.
• Maintain clear, professional, empathetic communication.
• Identify recurring client concerns and recommend improvements to support procedures and service delivery.
• Collaborate with sales, operations, technical support, account management, and other teams to address client needs.
• Maintain accurate records of client communications, feedback, and support activities.
• Help clients understand available services, features, and resources.
• Follow established service standards, data-handling procedures, and company policies.
• Contribute to customer satisfaction, client retention, and continuous service improvement initiatives.
• Meet established performance expectations for response times, resolution rates, service quality, and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Time management

Organizational skills

CRM systems

Empathy

Multitasking

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred (Business Admin / Communications)

Tools

Salesforce

Zendesk

HubSpot

Job description

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

The role emphasizes empathy, clear communication, and problem solving as you troubleshoot issues, document interactions, and collaborate with sales, operations, and technical teams to ensure swift resolutions. Hybrid or onsite in the Florida City area, with a salary range of $55,000–$80,000 per year and