Client Support Specialist
Location
Herndon, VA | United States
Job description
The SCORE Association is seeking a Client Support Specialist to join our team. As a Client Support Specialist, you will provide ongoing support to consistently improve the Client Experience in support of SCORE’s mission to help grow and support small businesses in the United States. The Client Support Specialist will engage with clients and actively respond to client questions, complaints, and feedback with a focus on achieving high client satisfaction. In this position, you will accurately and efficiently collaborate with staff to troubleshoot, investigate and resolve any emerging problems our clients face.
The ideal candidate possesses excellent communication, problem-solving and conflict resolution skills and remains calm under pressure. We’re looking for someone who is warm, patient, and empathetic. They must care deeply about the customer experience and be excited about making a difference in people’s lives.
Salary Range: $47,000 - $53,000 Benefits include health, dental, and vision plans; long-term and short-term disability plans; life insurance; retirement plan with employer contribution and matching; vacation and sick leave; Employee Assistance Program; 11 paid holidays and two floating holidays; professional development opportunities; and eligible for performance bonus of up to 10% of annual earnings.
This is a full-time, non-exempt, remote position with a required schedule of Monday-Friday from 9:00am - 5:00pm Eastern. Applicants should reside in one of the following states: CT, DC, FL, IL, LA, MD, MI, NY, OK, OH, PA, SC, TN, TX, VA, WV. No phone or email inquiries will be accepted regarding this position.
Responsibilities - Ensure a positive client and volunteer experience through high-quality service and communication
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Manage a high volume of incoming phone calls and service requests, escalating issues and questions to managers as appropriate
- Respond promptly to service or support-related requests via phone, email, ticketing system, chat, or other intake methods.
- Respond to and resolve complex issues through incident recognition, research and isolation, resolution, escalation and follow up
- Collect and record inbound requests and ensures each issue has been fully documented and resolved
- Capture information and document problem-solving processes such as decisions made, actions involved , and final resolution
- Manage and update support tickets in the service management system to provide information on ticket status and completion
- Coordinate with other teams to stay abreast of current SCORE offerings, policies, processes , and procedures
- Interact with staff members, volunteers, vendors, and clients to connect them to the appropriate SCORE resources
- Work autonomously, following all communication procedures, guidelines , and policies
- Attract and convert prospective customers by presenting the organization positively, promoting SCORE services and recommending resources to meet the customers’ needs
- Prepare customer service reports by gathering data collected during customer interactions
- Other duties as assigned
Requirements: - High School diploma or equivalent
- Minimum of 2 years of experience in customer service, call center, or a related field
- MS Office proficiency (Word, PowerPoint, Outlook, and Excel)
- Strong interpersonal skills; a responsible and conscientious nature with a great problem-solving aptitude
- Ability to multi-task and work in a fast-paced environment
- Self-starter with a drive to learn and the ability to work independently and collaboratively
- Ability to apply critical thinking and complete tasks in a timely manner
- Bilingual Spanish/English (preferred)
- Zendesk experience (preferred)
About SCORE: Since 1964, SCORE has helped 11 million entrepreneurs start or grow a business. SCORE's 10,000 volunteers provide free mentoring, workshops and educational services to 1,500+ communities nationwide, creating 30,453 new businesses and 82,117 non-owner jobs in 2022 alone. Visit SCORE at . Our national headquarters is located in Herndon, Virginia .
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