Client Service Representative IIEssential duties and responsibilities include exceptional customer service skills with the ability to retain knowledge, pay attention to detail, organizational skills, flexibility, friendliness, calm under pressure, and effective communication. Serve clients via telephone, email, chat or face-to-face interaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep detailed records of customer interactions within CRM (Salesforce). Use discretion to troubleshoot website technical issues and determine if a website technical issue should be escalated. Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record activities. Effectively present information and respond to questions from department managers regarding client inquiries/concerns. Must possess exceptional interpersonal skills and be able to handle sensitive and confidential situations and documentation. Resolve problems by clarifying issues with other departments, escalating unresolved concerns to department management. Fulfill email inquiries by clarifying desired information, replying to customers with resolutions and forwarding requests, if necessary. Ability to de-escalate interactions with clients and maintain a peaceful work environment. Research and analyze processes to assure quality control, communicate process discrepancies with department manager. Exemplify proficiency in DLBA programs and policies as it relates to customer inquiries. Produce and provide daily/weekly/monthly/yearly walk-in reports, as requested by manager. Assist with producing support materials for Client Services. Assist with training new and existing employees. Assist customers with creating online accounts and providing technical support for online account issues, using remote support software. Data entry and maintenance of database spreadsheets. Relieve in-office services CSRs for breaks and time off, maintaining staffing capacity. Place follow up calls from email inquiries. Perform other related duties as assigned, assist with special projects.
Qualifications:
(Knowledge, Skills and Abilities) include the ability to type and operate standard office equipment. Ability to follow instructions, communication procedures, guidelines and policies. Knowledge of customer service practices and principles. Meticulous and thorough with a strong attention to detail. Good time management skills and ability to multi-task. Good telephone and listening skills. Good oral and written communication skills. Good problem-solving skills. Good data entry and proofreading skills. Must be highly flexible and have the skill to work in a fast-paced, dynamic environment where priorities, demands and timelines can shift. Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook). Must pass a background check.
