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Location

Herndon, VA | United States

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Job description

We are a dynamic and mission-driven organization seeking a dedicated Client Support Specialist to join our team. As a Client Support Specialist, you play a crucial role in enhancing the Client Experience, supporting our mission to empower and nurture small businesses across the United States. Join us in making a positive impact and contributing to the success of entrepreneurs.

Position: Client Support Specialist

Location: Remote (Applicants in the following states: CT, DC, FL, IL, LA, MD, MI, NY, OK, OH, PA, SC, TN, TX, VA, WV)

Schedule: Monday-Friday, 9:00am - 5:00pm Eastern

Salary Range: $47,000 - $53,000

Benefits:

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
Eligible for performance bonus (up to 10% of annual earnings)

Responsibilities:

Ensure a positive client and volunteer experience through high-quality service and communication
Maintain a positive, empathetic, and professional attitude towards customers
Manage a high volume of incoming phone calls and service requests, escalating issues to managers as needed
Respond promptly to service or support-related requests via various channels
Resolve complex issues through research, isolation, resolution, escalation, and follow-up
Collect and record inbound requests, ensuring comprehensive documentation and resolution
Capture information and document problem-solving processes
Manage and update support tickets in the service management system
Coordinate with teams to stay informed about current SCORE offerings, policies, processes, and procedures
Interact with staff, volunteers, vendors, and clients to connect them to appropriate SCORE resources
Work autonomously, following communication procedures, guidelines, and policies
Attract and convert prospective customers by presenting the organization positively and promoting SCORE services
Prepare customer service reports by gathering data collected during 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
Proficiency in MS Office (Word, PowerPoint, Outlook, and Excel)
Strong interpersonal skills, responsible, and conscientious with excellent problem-solving aptitude
Ability to multi-task and work in a fast-paced environment
Self-starter with a drive to learn, work independently, and collaboratively
Critical thinking skills and ability to complete tasks in a timely manner
Bilingual Spanish/English (preferred)
Zendesk experience (preferred)

How to Apply:

To apply for this exciting opportunity, please submit your resume and a cover letter highlighting your relevant experience to [Email Address]. Please note that we will not accept phone or email inquiries regarding this position. Thank you for considering joining our team!
Employment Type: Full-Time
Salary: $ 47,000.00 53,000.00 Per Year

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Job tags

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Salary