Client Support Specialist

Published: 6/14/2022

Job Description

Basic Purpose and Objective of the Position: Fast-paced, fast-growing company is looking for a high-performance individual to be responsible for client support that includes, but is not limited to resolving client inquiries, recommending solutions and guiding users through features and functionalities.

Responsibilities:

Respond to customer inquiries in a timely and accurate way via phone, email, or in-person if necessary
Identify customer needs and help customers use specific features within Inline systems
Analyze and report issues with Inline systems (for example, by testing different scenarios or impersonating users)
Monitor consistent customer complaints or enhancement requests to suggest upgrades to Inline systems
Inform customers about new features and functionalities
Follow up with customers to ensure their issues are resolved
Gather customer feedback and share it with other team members
Schedule, coordinate, and deliver software training sessions for new and existing clients, ensuring effective adoption and utilization of Inline systems and tools
Assist with other projects at management discretion

Allocation of Time:

Direct client support via Inline approved tools 80%
Client Training 15%
Other projects 5%

Knowledge/Experience/Education/Training:

Experience working in a fast-paced, multi-tasking environment is a plus
Must possess excellent customer service and oral communication skills
Prior experience in direct-to-consumer service contract industry is a plus
Knowledge of Inline systems is a plus

Abilities:

Must have excellent customer service and organizational skills with attention to detail
Must possess ability to handle multiple tasks, prioritize work, and meet deadlines
Must be able to work independently as well as being a team player
Must have the desire to learn new tasks and work on projects that may be out of your comfort zone

Contact with others:

100% of time may be spent communicating with clients via phone, social media, and email
Daily interaction with in-house personnel
High level of interpersonal skills required

Pay Type: Exempt, Salary
Starting Pay Range: $48,000 - $60,000, based on experience
Schedule: Monday - Friday, 8am - 5pm CST
Location: Local preferred but not required