Client Support Specialist Job Description

Call center agents and administrative assistants usually hold the seat before this one, and team lead is the title it points toward. The work sits inside regulated territory, where merchant accounts fall under the Bank Secrecy Act and anti-money laundering obligations, and a missed filing deadline or slow escalation costs the client money. Service level agreements set the clock for every case. Success is measured in cases closed and clients kept, and whoever holds it answers to a supervisor who sets team metrics.

You will own the day-to-day service relationship for a defined client base, serving as the Client Support Specialist who keeps accounts accurate and filings on deadline. The team spans internal specialists, compliance staff, and operations partners across the firm, with a supervisor or team lead setting priorities and service-level targets for the whole group.

Career Impact: Regular exposure to the USA Patriot Act and OFAC requirements gives a client-facing record that banks and payment processors recognize.

Business Impact: Fast, accurate resolution of escalated cases protects merchant retention and limits client financial impact.

Growth Opportunity: Second-level escalation work and training delivery to internal agents and merchants open routes toward supervisor positions.

• Respond to client inquiries received by phone, email, chat, and secure message, prioritizing a high volume of open cases.
• Resolve escalated account, billing, and transaction issues raised by clients, merchants, and internal agents, owning each case through final resolution.
• Liaise with internal departments, including compliance and accounting, to facilitate client requests and complete document collection and delivery.
• Follow up with clients on outstanding items to meet filing, transaction, and service level agreement deadlines.
• Maintain accurate case notes, client records, and electronic files for audit and reporting purposes, updating them after every client contact.
• Ensure compliance with banking, tax, and regulatory guidelines, including anti-money laundering requirements, in all client documentation and account activity.
• Guide clients, merchants, and internal agents through products, processes, and self-help resources, providing training when needed.
• Review client communications, forms, and onboarding requests for accuracy before submission to prevent errors from reaching the client.

• Bachelor's degree in business, finance, or a related field, or equivalent work experience.
• 2 or more years of client support experience, with hands-on account servicing or call center handling.
• Working knowledge of banking, tax, or payment regulations and the compliance standards that govern client accounts.
• Excellent verbal and written communication skills for clear, professional exchanges with clients and internal teams.
• Strong analytical and problem-solving skills to research account discrepancies and reach accurate resolutions without close supervision.
• Ability to prioritize multiple cases and meet service level agreement deadlines in a high-volume environment.
• Strong attention to detail and organizational skills when handling documentation, data validation, and record-keeping.
• Proficiency with standard office productivity software and ability to learn new client service systems quickly.

• Experience supporting merchant accounts, payment processing, or second-level escalations in a financial environment.
• Experience delivering training or presentations to clients, merchants, or internal agents, in person or over the phone.
• Experience preparing internal management reports and monitoring deadline lists across a team to keep filings on schedule.
• Knowledge of accounting, tax, or insurance documentation, including bonds, filings, and reconciliation of client accounts.

• Service level agreement attainment (%), showing cases closed within agreed timeframes.
• Quality assurance score (%), reflecting the accuracy of handled calls and documentation.
• Filing and follow-up deadlines met (%), measuring on-time submission of client documents.
• Escalated case resolution time (days), measuring how fast escalations reach final resolution.
• Cases handled per day (count), reflecting throughput across phone, email, and chat.
• Typical tools: Productivity software (commonly Microsoft Excel or Microsoft Outlook).

• Base Salary Range: $42,000 to $60,000 per year, varying with experience and location
• Bonus: Performance bonus of 3% to 8% of base salary, tied to service targets
• Equity: Uncommon at this level, though some employers offer employee stock purchase plans
• Health Benefits: Medical, dental, and vision coverage, typically with employer-paid premium contributions
• PTO: 10 to 15 vacation days per year, plus paid holidays and sick leave
• Common Perks: 401(k) with employer match, tuition assistance, and paid training support

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment is contingent on satisfactory completion of a background check, which, for positions in financial services, includes a review of credit history. Applicants must be authorized to work in the United States. Reasonable accommodations under the Americans with Disabilities Act are available on request. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, as protected under applicable federal, state, and local law.

The Client Support Specialist delivers high-touch care to consumer banking clients, prioritizing high case volume across phone, email, and direct messaging. Reporting to management and team leads and partnering with client onboarding specialists, the position keeps consumer clients accurately informed while following banking policies and regulatory guidelines.

Key Responsibilities

• Provide high-touch customer care for all Consumer Clients.
• Manage and prioritize a high volume of casework through various channels of communication both externally and internally, including phone, email, and direct messaging.
• Ensure customers experience exceptional service by providing clear, concise written and verbal communication for internal and external customers.
• Review Consumer communications, internal forms, and onboarding requests to ensure proper execution.
• Act as subject matter expert for Consumer products, services, and systems, as well as partnering with non-consumer lines of business with ties to consumer products and services.
• Communicate directly with clients regarding all consumer products and services and maintain a flexible learning approach to ongoing changes relating to those products and services.
• Act as a liaison with various internal departments to facilitate customer requests.
• Partner with client onboarding specialists, including assistance with customer onboarding and documentation requests.
• Assist management and team leads with various operational duties and responsibilities.
• Abide by policies, procedures, and regulatory compliance guidelines.
• Provide exceptional client experience.

Required Qualifications

• 3 or more years of banking experience, with a demonstrated knowledge of consumer products, systems, and services recommended.
• General working knowledge of all applicable banking laws and regulations.
• Strong oral presentation and training delivery skills in-person and over the phone are required.
• Proficient in using Microsoft Office products (MS Word, MS PowerPoint, MS Excel).
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong customer service orientation, with sensitivity and professionalism when handling customer calls, questions, and concerns.
• Demonstrated ability to influence and establish positive working relationships across the organization.
• Strong results orientation in a high-performance team environment.
• Ability to work as a self-starter and to multi-task.
• Advanced organizational and effective time management skills, with the ability to handle multiple assignments, prioritizing business needs and meeting service level agreement deadlines.
• Able to work a flexible schedule that will include a rotation of evening and Saturday hours.

Embedded within the Cross Border Tax team, the Client Support Specialist owns client communication through each stage of tax preparation, from inbound status calls and document collection to submitting documentation to tax authorities. Working closely with clients and other members of the team, the position tracks deadline lists and follow-ups so returns and forms are filed on time and filing issues are resolved before deadlines pass.

Core Functions

• Respond to inquiries from existing clients and receive inbound calls for status updates.
• Conduct outbound calls to clients throughout different stages of the tax preparation process.
• Act as liaison between client and the Cross Border Tax team for document collection and delivery.
• Assemble and submit documentation accurately to various tax authorities.
• Follow up with clients on signature forms, etc., to ensure timely filing of tax documents and meet tax deadlines.
• Maintain and monitor various deadline lists for the entire Cross Border team to ensure timely filing of returns and forms.
• Interact with clients daily through various communication channels.
• Respond to tax authority requests as directed.
• Gain in-depth knowledge of tax processes and procedures involved to ensure complete and accurate filings and to resolve filing issues.
• Provide timely, efficient, and professional responses to clients and other members of the Team.
• Handle inbound calls and secure messages.

Qualifications & Experience

• High school diploma or equivalent education required.
• 2 or more years of relevant experience (office, call center, administrative assistant, supporting role, tax or accounting firm, etc.).
• Experience in the accounting or tax industry would be a definite asset.
• Experience with multiple software platforms, including TaxPrep, CaseWare, Practice Management, or similar software.
• Advanced MS Office skills, in particular Outlook and Excel.
• Expert ability to remain calm and communicate with professionalism in a volatile business environment with minimal supervision.
• Ability to excel in an at-times high-pressure environment with tight deadlines.
• Ability to show above-average attention to detail and organizational skills.
• Outstanding oral and written communication skills.
• Committed to a positive and professional customer service attitude.
• Demonstrated ability to remain focused during times of high demand, with an action-oriented mindset.
• Willingness to go above and beyond to meet client expectations.
• Ability to work additional hours as required when business needs dictate.

Reporting to a supervisor or manager, the Client Support Specialist owns account-level billing edits, from meter number changes to final bill reviews, so client utility accounts stay current and accurate. Partnering with accounting, utilities, vendors, and internal team members, the position researches missing bills and unusual consumption patterns, protecting clients from shut-offs, late fees, and service failures.

Primary Duties

• Resolve account-level edits, including meter number changes, account number changes, and final bill edits.
• Research missing bills not received.
• Identify and resolve pre-identified unusual cost and consumption patterns and discrepancies, and determine savings opportunities through working edits.
• Assist in resolution of team issues such as shut-offs, disconnect notices, increases in late fees, or service failures.
• Review final bill reporting to ensure accuracy and that all pertinent information is included for client review.
• Complete any necessary payment research to ensure client accounts remain current and services remain on, including working with accounting, p-card, EFT, and internal team members.
• Contact vendors to update billing address.
• Communicate with clients for approval to pay.
• Ensure that follow-up, email, and correspondence are completed on time.
• Support and maintain team metrics given by supervisor/manager.
• Answer incoming calls from utilities, clients, and vendors.
• Perform data entry of ongoing, resource, and history bills as needed.

Skills & Qualifications

• High school diploma or its equivalent, though other combinations of experience and education may be considered.
• 2 years of clerical and/or customer-related work experience.
• Basic mathematical aptitude.
• Solid computer skills, including familiarity with Word, Excel, Outlook, and the Internet, and several customized systems, including but not limited to Avi and Workflow.
• Excellent phone skills and customer service.
• Ability to organize, prioritize, and use time management tools.
• Basic problem-solving abilities.
• A team player and dependable with a sense of ownership.
• Capacity to adapt to change easily.
• Willing to be flexible with schedule and available for overtime work as needed.

Sitting at the intersection of merchant relationships and payment processing operations, the Client Support Specialist delivers billing, deposit, and account support to internal agents, merchants, and partners on escalated calls. Operating across internal and external clients, the position resolves transaction issues, trains agents and partners, and retains merchants so service level standards are met and processing stays uninterrupted.

Duties

• Provide billing and account support for general and complex issues for internal and external clients.
• Resolve deposit/account issues to ensure transaction processing.
• Assist internal agents, merchants, and partners on escalated calls.
• Research and support account/billing/deposit issues that may impact internal and external communications and connectivity with partners and merchants.
• Satisfy quality assurance requirements and ensure all calls are handled in a timely manner.
• Note accounts and provide follow-up as required.
• Manage tickets in a timely manner with comprehensive notes for ongoing support.
• Provide documentation and online resources for self-help that support internal agents, merchants, and partners.
• Handle escalated issues from internal and external clients.
• Perform merchant retention and maintenance as required.
• Cross-sell products as applicable.
• Train internal agents, merchants, and partners as needed.
• Provide basic technical support.
• Meet service level standards established.

Requirements

• High school with some college preferred, or equivalent experience.
• 3 or more years of client service experience including retention, account maintenance, basic technical support, and transaction processing systems.
• Experience working with equipment vendors and payment processing networks with an understanding of processes and escalation.
• Prior training experience preferred.
• Familiarity with processing platforms.
• Working knowledge of security software options and functionality preferred.
• Experience with Salesforce CRM is a plus.
• Exceptional assessment and problem-solving skills.
• Strong verbal and written communication skills.
• Exceptional documentation and follow-up skills.
• Strong organizational skills and attention to detail, and the ability to work collaboratively as a team with all departments.

A key member of the merchant support environment, the Client Support Specialist leads resolution of escalations from business partners and leadership, managing repricing activities while protecting account accuracy. Collaborating across peers, managers, and key stakeholders, the position supports Bank Secrecy Act, USA Patriot Act, and OFAC requirements while raising process improvements to the appropriate level.

Functions

• Handle escalations from business partners and leadership in a professional manner, displaying tact and diplomacy.
• Manage repricing activities and ensure accuracy of account information.
• Follow Quality Control processes to ensure accurate resolution, mitigate client financial impact, and reputational loss.
• Act as subject matter expert support for special projects/meetings.
• Act as a voice of the customer and a champion of operational and business needs by recognizing process failures/improvements and escalating appropriately, often with a suggested improvement plan.
• Support regulatory requirements under the Bank Secrecy Act, USA Patriot Act, OFAC, and other Anti-Money Laundering laws, rules, and regulations.

Experience & Qualifications

• Experience handling tasks under stringent timeframes, while maintaining a high degree of professionalism and accuracy.
• At least 1 year of experience with merchant processing.
• Second-level support experience in the Merchant environment.
• Strong knowledge of products, systems, service model, and segment support.
• Superior problem-solving and troubleshooting skills.
• Ability to be resourceful in finding the right business partners to support day-to-day work, escalations, and project-related requests.
• Committed to acting with integrity and communicating to peers, managers, and key stakeholders appropriately and positively.
• Able to collaborate, encourage others, create positive energy in the face of challenges, and inspire others.
• Able to work a flexible work schedule.

Client product adoption and long-term customer relationships depend on the Client Support Specialist, who leads product health checks, analyzes agency and product line performance data, and delivers remote training on software solutions. Serving as an internal advocate for clients and partners, the position works with operational teams in the field and brings the voice of the customer to leadership through KPI reports.

Accountabilities

• Learn how Customer Success processes currently work and what pain points people face in their day-to-day responsibilities.
• Use technical and product expertise to generate new use cases and expand product usage.
• Identify key technical strategies that will unlock business value and enable quick and agile delivery for clients.
• Become an internal advocate for clients and partners and bring the voice of the customer into the rest of the organization.
• Establish a regular cadence to perform the client product health check to proactively identify improvements or issues on behalf of the customer.
• Analyze performance data of agencies and product lines, including producing and presenting reports/KPI's to leadership.
• Assist in the creation of web-based and in-person training materials to best support clients and Mobility teams.
• Conduct remote training and advisory support of SAAS solutions and tools to clients nationwide.
• Work with customers to increase the utilization of the platform and its modules to optimize mutual revenue and profit-generating activities.

Technical Qualifications

• Bachelor's or Master's degree or degree in progress in Business, Engineering, or Data Science preferred.
• 1 to 2 years of operations management experience preferred.
• Ability to be personable and develop strong long-term relationships with customers.
• Solid ability to work independently and collectively, prioritize, and manage workload to meet deadlines.
• Strong team player and creative thinker.

As the Client Support Specialist, this role owns all Service Desk work for customers, from questions about application operation to coordinating customer-specific problem-solving. The Service Desk and its internal specialist departments rely on this work to keep customers supported and contractual agreements met, backed by quality assurance measures and statistical evaluations.

Activities

• Process all work in the Service Desk independently.
• Serve as contact for customers on all questions relating to the operation of applications.
• Answer all questions that affect the company's system landscape.
• Organize and coordinate customer-specific problem-solving processes independently.
• Act as an interface between customers and all internal (specialist) departments.
• Support customers in the operation and handling of applications.
• Build and maintain relationships with all customers.
• Comply with customer-specific contractual agreements and applications.
• Identify and develop quality assurance measures and create statistical evaluations.

Position Requirements

• Several years of professional experience, ideally in the customer service area of an IT company.
• In-depth knowledge of financial instruments and stock exchange information systems is advantageous.
• Proficient in the safe handling of MS Office, in particular Word and Excel.
• Experience working with a ticket system is desirable.
• Good analytical skills.
• Strong customer orientation and strong communication and problem-solving skills.
• High level of commitment, independent way of working, ability to work in a team and service thinking, and high ability to work under pressure.
• Good German and English language skills; Italian or French is an advantage.
• Willingness to work shifts.

Client Support Specialist delivers product training, service information, and technical issue resolution to internal and external customers, working across call, ticket, and live chat support queues. Success in the position means maintaining service level agreements, escalating issues to other departments, and improving support documentation and the guided learning center so post-launch clients stay satisfied.

Operational Focus

• Provide exceptional service to both internal and external customers.
• Solve problems and relieve pain points to make admins happy.
• Work in multiple support queues, including calls, tickets, and live chat.
• Assist in the development of policies and procedures as needed.
• Maintain SLA's by prioritizing queue workloads appropriately.
• Work inter-departmentally to escalate and assign issues as necessary.
• Act as a resource internally to assist other teams with larger client projects.
• Enhance support documentation and the guided learning center continually.

Knowledge, Skills & Abilities

• Associate's or Bachelor's degree preferred, or commensurate experience.
• Prior customer service or technical support experience preferred (0 to 2 years), but not required.
• Experience using a SaaS platform (preferred).
• Experience with Microsoft Suite required.
• Ability to cover evening and weekend hours, as required.

The Client Support Specialist oversees client budgets, accruals, and billing requirements for legal clients, project managing new guidelines and reporting changes as they arise. Reporting to the finance function and working with Business Development Managers, Client Service Directors, and Service Owners, the position flags risks to profitability and the overall cash cycle.

Key Deliverables

• Collaborate with Business Development Managers to liaise between the Client Service Directors and the client's legal operations team.
• Remain apprised of client KPIs, including overall WIP, AR, Fees, profitability, and other areas that may pose risks that should be brought to the Client Service Directors' and in-market finance leaders' attention regularly.
• Collaborate with center-based teams (e.g., Intake, Billing, Collections, Pricing, E-Billing, etc.) to ensure that each team has correctly understood client requirements.
• Project manage various initiatives such as the implementation of new Outside Counsel guidelines, changes to E-Billing infrastructure, new client-specific reports, or others as they arise.
• Coordinate with Client Support Analysts to ensure budgets are managed, and accruals are submitted timely and accurately to the client, including any client-specific reporting required on a regular or ad-hoc basis (across all clients).
• Ensure that budgets in SAP accurately mirror those in E-Billing systems.
• Manage reporting requests related to Trademark portfolios that may require working knowledge of flat fee schedules and intended use as agreed with Clients and IP Partners, where relevant.
• Provide input to Service Owners on any issue affecting the overall cash cycle (e.g. matter management, short payments, etc.).
• Handle special ad hoc projects (e.g. client bankruptcy).

Professional Experience

• Experience within a Finance function, demonstrating finance skills and experience applicable to the role, preferably within the legal industry but not compulsory.
• Experience working in a range of finance teams or companies.
• Demonstrated expertise in operational efficiency, project management, and systemic thinking.
• Proficient in computer use, with experience in Microsoft Office, including Excel, Word, and Outlook.
• Strong MS Excel skills desirable.
• Experience with SAP, Billing, or E-Billing desirable.
• Excellent interpersonal and communication skills with the ability to deal effectively at all levels throughout an international firm and with firm clients.
• Proven ability to confidently influence, interact, and consult with senior leaders regarding finance processes, guidelines, and compliance.
• Ability to diagnose and solve problems quickly with positive energy, forward-thinking, and high ethical standards.
• Strong attention to detail and effective organizational skills.
• Willing to escalate and ask questions, especially when asked to deviate from standard processes.
• Ability to prioritize and handle multiple tasks to meet deadlines.
• Ability to perform at high levels in an ever-changing work environment and successfully adapt to changing priorities and work demands, including learning new skills when required.

Embedded within a client support team serving financial institutions, the Client Support Specialist oversees case resolution across email, phone, text, and chat, from troubleshooting reported issues to maintaining client setups and data file transfers. Working closely with peers, the Software Analyst, Accounting, Compliance, and Treasury, the position owns each issue through resolution and keeps daily follow-up aligned with federal and state rules.

Areas of Ownership

• Provide technical support and guidance to clients (Financial Institutions) by answering questions in a professional manner and assisting them with applications.
• Perform troubleshooting on reported issues and provide technical advice when needed.
• Work with SaaS applications.
• Resolve inbound cases from email, phone, text, and chat.
• Provide assistance and training, including assisting with procedures, product knowledge, reconciliation assistance, and billing questions.
• Make outbound service calls regarding all products, including Payments, Portal, Asset Recovery, Account Services, and Connectors.
• Create and maintain client entities/setups, data file transfers, and self-service products by updating setups and JSONs to accommodate clients' needs.
• Collaborate with peers, Software Analysts, Accounting, Compliance, Treasury, and any other departments to resolve clients' issues.
• Maintain complete ownership of issues from beginning to resolution, including follow-up with clients to ensure accurate resolution.
• Perform assessment of vendor applications and document findings to resolve issues related to supported products.
• Ensure compliance with federal and state laws, rules, and guidelines by completing daily follow-up per Procedures.
• Create internal management reports and assist in special projects as needed.

Background & Experience

• High School or GED equivalent required.
• 2 to 3 years of experience performing client support of company products, quality customer service, or other related experience.
• Proficiency in call center or customer assistance skills.
• Working knowledge of personal computers, including Microsoft Office (Outlook, Word, Excel, and SaaS applications).
• Strong analytical and problem-solving skills.
• Ability to be detail-oriented, with proficient data validation skills.
• Excellent organizational and multi-tasking skills.
• Excellent listening and verbal and written communication skills.
• Able to use basic office equipment, including a copy machine, personal computer, and fax.
• Able to sit for long periods of time performing sedentary activities.
• Capacity to push, pull, and lift to 20 lbs. of files, supplies, documents, or other related items.

Reporting to the benefits delivery team, the Client Support Specialist develops personalized support for a client's employees and HR team, resolving complex claims, authorizations, denials, and appeals. Partnering with employees on plan education, open enrollment, and wellness activities, the position guides benefit optimization so members use available programs and incentives.

Role Responsibilities

• Deliver hands-on, dedicated, personalized support to the Client, their employees, and the HR Team.
• Respond to, own, and assist with escalated, complex issues and inquiries from the Client's benefits delivery team and/or the employees, including but not limited to complex claims, authorizations, denials, appeals, incentive issues, etc.
• Provide education and guidance around plan offerings, benefit optimization, steerage, as well as tool and resource navigation, including lunch and learn sessions, presentations, or general communication development in alignment with the client's programs and services (incentives, discount programs, health savings account, etc.) offered.
• Manage new hire onboarding and open enrollment/health fair support.
• Assist with onsite client wellness activities.

Education & Experience

• Bachelor's degree or equivalent related work experience.
• Professional experience in insurance, healthcare, managed care, or related industry.
• Client-facing experience preferred.
• Excellent presentation skills, with previous success in delivering Customer and Client communications.
• Ability to manage multiple priorities and deadlines independently and proactively.
• Solid ability to negotiate, manage expectations, and creatively problem-solve effective client solutions.
• Ability to pivot from customer interaction to client-level updates, communication, and coordination.
• Fluency in Spanish preferred.
• Willingness to travel up to 6 weeks per year.

Sitting at the intersection of healthcare technology and customer care, the Client Support Specialist oversees every inbound and outbound customer inquiry, documenting reported issues and the steps to reproduce them. Operating across phone and email with healthcare professionals in a remote team setting, the position aims to resolve issues after first contact, keeping healthcare professionals supported through sensitive situations.

Job Functions

• Handle and carefully respond to all inbound and outbound customer inquiries.
• Communicate appropriately with customers and teammates via phone, email, and Slack.
• Provide excellent customer service through active listening.
• Resolve issues after first contact by being proactive, patient, empathetic, and understanding.
• Handle sensitive situations surrounding the needs of healthcare professionals compassionately.
• Document found issues and steps to reproduce.
• Investigate issues reported by customers.

Required Qualifications

• Bachelor's degree required.
• Excellent interpersonal and professional communication skills, both written and verbal.
• Ability to be a friendly, clear, and strong speaker.
• Committed to maintaining a high level of professionalism, integrity, and ethics.
• Excellent time management and people skills.
• Ability to work well in a remote team setting.
• Able to react positively to difficult situations.

A key member of the client team, the Client Support Specialist produces accurate client documentation such as bonds and invoices, and maintains electronic files and records for reporting and audit purposes. Collaborating across insurance clients and the client team on reconciliation and clearance of finance requests, the position keeps documents current and correct so every client receives accurate service.

What You'll Do

• Ensure accuracy and timely issuance of client documentation, including bonds, invoices, transparency documentation, etc.
• Create electronic client files and update filing documentation as required.
• Maintain proper records for reporting and audit purposes.
• Ensure all documents are current and correct.
• Maintain an electronic file system for scanned bonds and email documentation.
• Prepare correspondence/reports/other documents as needed with guidance from the client team.
• Perform accounting reconciliation and clearance of Finance Requests.
• Comply with the company's Excellence and Professional Standards to ensure quality service to all clients.
• Handle spreadsheets, Word documents, and database management (NPT).
• Identify and resolve problems.

Qualifications & Experience

• Post-secondary education or equivalent work experience (preferably with an insurance, financial services, or professional services company).
• Good computer skills with proficiency in email, Outlook, and MS Suite.
• Working knowledge of presentation software.
• Strong verbal and written communication skills.
• Strong client service focus with a results-oriented approach.
• Ability to work independently and within a team-based environment.
• Ability to work with changing priorities.

Accurate item, pricing, and promotion data for corporate customers depend on the Client Support Specialist, who oversees an account portfolio and audits planned demand and special event data before system entry. Serving as the primary customer experience contact for Account Managers, the position works with Inventory Planning, Supplier Relationship, Operations, and Transportation departments to deliver an optimal customer experience.

Day-to-Day Responsibilities

• Serve as primary customer experience contact for Account Managers for assigned accounts at corporate level.
• Maintain strong professional relationships with customers, including frequent contact and communication at a corporate or leadership level.
• Provide communication and analytical data for internal Analysts, sales, and customers.
• Execute and prioritize sales and customer needs.
• Work with Account Managers, Inventory Planning, Supplier Relationship, Operations, and Transportation departments to deliver an optimal customer experience.
• Review data for integrity and accuracy prior to the hand-off for any system inputs, and act as the primary audit point for Planned Demand quantities, allocations, and special event data.
• Provide clear and thorough communication with the Inventory Planning, Routing, and Operations departments to communicate impending large purchases on opening store orders, refill orders, or special orders, including any special delivery requests.
• Review and coordinate with Account Managers on new store opening accounts within the business systems to ensure proper attributes and price structure are activated on each account.
• Execute and coordinate with internal departments on promotion and new item process for assigned accounts.
• Manage the administration of discontinued products and pack size changes with the customer, and execute the administration of customer-required systems, to include pricing, promotions, and general item maintenance.
• Maintain customer-specific national and regional custom discount files within business and customer-based systems.
• Resolve customer questions and problems courteously and promptly, or properly refer them to appropriate personnel.
• Acquire new store deal sheets within the established company guidelines.
• Generate system reports as required by the customer (sales, inventory, performance).

Skills & Qualifications

• Associate's degree in Business Management or a related field or equivalent experience.
• 3 to 5 years of customer experience related and/or account management experience.
• Experience prioritizing and/or managing time, projects, records, etc.
• Proven customer service standards, with experience servicing high-profile accounts and the practices and procedures specific to the required tasks.
• Prior analytical background in consumer-packaged goods distribution and/or category management preferred.
• Knowledge of product and industry terms related to the company required.
• High level of business acumen relative to key account management and sales.
• Proficient in analytics and reporting.
• Proficient in Microsoft Office Suite, with SharePoint and ASAP skills preferred, and in company business systems and tools.
• Excellent verbal and written communication skills.
• Able to develop and maintain effective, positive internal/external working relationships with a diverse group of individuals.
• Comfort working in an open and collaborative work environment.
• Strong organizational skills, with the ability to multi-task, work independently, and exercise good judgment.
• Able to resolve issues appropriately and in a timely manner, with strong decision-making skills.

As the Client Support Specialist, this role oversees the journey of projects from initiation to delivery, handling inbound and outbound customer calls and keeping every project moving toward its next phase. The Client Support Manager relies on this work to meet service level agreements and deliver time-sensitive, grammar-reviewed products to customers.

Scope of Work

• Maintain comprehensive knowledge of all business divisions supported by Client Support.
• Receive inbound calls from current and potential customers and handle them with a high level of service and professionalism.
• Place outbound follow-up calls to follow up with customers to answer questions and facilitate the completion of projects.
• Respond to inquiries about product details, the company, and issues with customers and projects.
• Partner with the CSS Team, Sales, and Operations when needed to develop and offer solutions to issues to move the project forward.
• Assist customers with issues experienced with the website and escalate any issues appropriately.
• Meet quality assurance requirements and other key performance metrics.
• Enter incoming projects into the tracking system and assign them to the appropriate business unit, profit center, and project manager through the accurate interpretation of project information submitted by the client and through the appropriate use of various company resources and systems.
• Ensure all outgoing customer communication meets quality standards in terms of grammar and basic formatting (this includes but is not limited to Project Reports, Project Acknowledgements & any other written communication between Client Support and the customer).
• Deliver the final product to the customer in alignment with customer preferences and service level agreements.
• Demonstrate adaptability and flexibility, and perform additional tasks as needed.
• Manage outbound scheduling calls.

Requirements

• College degree preferred, but not required, with various combinations of experience and education considered.
• 2 or more years of experience working as a professional in a customer service or call center environment.
• 1 to 2 years of editing and proofreading experience highly preferred.
• Ability to schedule assignments to meet client MSA's.
• Ability to support all CSS functions.
• Demonstrated ability to achieve the minimum assessment score on a grammar review.
• Strong technical capability in Microsoft programs, and experience with Salesforce.com is preferred.
• Excellent phone and listening skills coupled with the ability to ask probing questions to understand concerns and take ownership of resolving issues in a relatively timely manner.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a business environment.
• Committed to a professional and friendly attitude, with the ability to quickly develop a rapport with customers.
• Excellent interpersonal, written, and oral communication skills.
• Strong customer service, critical thinking, and problem-solving, and strong attention to detail required.
• Able to prioritize and make decisions based on the best interests of the customer and the company.
• Able to work alone, action-oriented and proactive, displaying a very strong sense of personal accountability.