Client Care Specialist
The Client Care Specialist provides excellent service to agents primarily via phone, SMS, chats, and Zendesk. The Client Care Specialist spends most of their time listening to customer concerns and troubleshooting to solve problems to ensure agent satisfaction while keeping the goals of the company in mind.
Performance:
Handle customer service inbound or outbound telephone calls, SMS, chats, and Zendesk tickets.
Use fact-finding sales methods to customize services to meet agent needs and strive to sustain the business.
Provide first call solutions for all customer inquiries.
Meeting empowerment monthly goal and quarterly KPIs.
Support phone queues during peak times, or as needed, to ensure service levels are achieved.
People:
Works with agents daily to sustain and improve business relationships.
M
anage written communication between stakeholders, internal business units, and agents.
Ability to connect and understand different points of view and problem-solve to find a resolution to the problem.
Drive:
Challenge the presumptions of business units on how they can execute strategies and goals successfully; offer alternative ideas and fixes that increase effectiveness.
Successfully engage in multiple initiatives simultaneously.
Target business improvements by measuring and monitoring continuous improvement initiatives.
Anticipate the needs of stakeholders and proactively identify the pros/cons of various solutions.
Innovate:
Research market and industry trends and how it can apply to business processes and client retention.
Ability to identify opportunities for efficiency and platform transformation.
Trust and execute innovative stakeholder directives with limited insight.
Understand and communicate the impact of changes to product features and the effects of financial and operational goals.
Required Skills/Abilities:
1 year of customer service experience
Familiarity with Google Docs
Working knowledge of BL MSG App
Excellent verbal and written communication skills.
Sense of urgency and ability to adapt to change.
Comfortable working in a fast-paced, performance-oriented environment.
Ability to learn quickly and to creatively solve problems
Be a team player
Organized with great attention to detail
Excellent Customer Service Skills
Be resilient and adaptable to change
The duties and responsibilities described are not a comprehensive list. Additional tasks may be assigned to the employee or the scope of the job may change as needed based on the needs of the business.