Client Services Associate

Job Title: Client Services Associate

Location: Remote/Hybrid - USA

Reports to: Key Account Manager

Department Name: Account Management

Job Type: Full Time, Non-Exempt

Compensation: Starting at $20/hour (Actual compensation is commensurate with job related knowledge, skills, experience, etc.) 

Position Summary  

We are seeking a dedicated and personable Customer Service Associate to join our team. The Client Services Associate (CSA) processes inbound customer service requests and inquiries via phone, e-mail, and Internet portals. The CSA is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company provided services as well as communicating effectively with team members within the customer operational department. 

Essential Duties & Key Responsibilities

• Provide timely and accurate information to inbound customer service requests.
• Respond promptly and professionally to incoming phone calls, E-mails, and other web-based systems.
• Process customer service requests according to established department policies and procedures.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Schedule services with service partners; Enter and update service requests and orders into designated internal work order system and/or portals.
• Follow up throughout the life of existing tickets and keep the customers informed about ticket status.
• Determine problems that demand immediate promotion to direct supervisor.
• Support strategic ongoing initiatives communicated by the direct supervisor.
• Respond proactively to customer inquiries and concerns.
• Resolve invoice questions and investigate payment issues with vendors; assist manager with preparing the customer bills each month.
• Verify data points and update the system as needed.
• Project management as needed, including sustainability reporting, optimizing services, finding cost savings, weekly status updates, communicating policy updates that are relevant to customers, etc.
• Performs other duties as assigned or apparent.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Experience & Qualifications:

• High school diploma required.
• Bachelor’s degree preferred.
• Two (2)+ years of experience in customer service roles.
• Experience in entering a high volume of transactions quickly and accurately with great attention to detail.
• Proficiency with Microsoft Office and Excel.
• Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Exceptional interpersonal skills, with the ability to interface effectively with stakeholders at all levels of the organization.
• Strong customer service orientation with the ability to handle inquiries and requests efficiently and professionally.
• A proactive, can-do attitude with a willingness to take ownership of tasks and drive them to completion.
• Strong problem solving and critical thinking skills.
• Ability to work effectively and independently with minimal supervision, while also being a team player who thrives in a collaborative environment.
• Discretion and trustworthiness in handling sensitive information and supporting high-level strategic initiatives.
• Ability to work evenings, weekends and holidays as required.
• Travel and/or onsite work will be on an as needed basis.

Physical Demands and Working Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time.
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