What are the responsibilities and job description for the Client Services Representative (Remote) position at ACS Technologies?
Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.
The Client Services Representative (CSR) supports clients by providing helpful information, answering questions, and resolving issues related to billing. CSR positions are the front line of support for clients seeking assistance with billing and spends the majority of their workday actively assisting customers in one form or another.
What You’ll Do:
Answers client emails, calls, and online chats regarding various client financial issues and other general questions related to their account.
Decides how to resolve client issues (e.g. waive charges, issue credit memos, etc.) that are fair and equitable for both the client and the Company within prescribed parameters.
Records and categorizes client issues; works with a team to implement changes that improve the overall client experience.
Responds to client inquiries within an acceptable time frame.
Communicates and coordinates effectively with other departments and escalates or directs unresolved issues to a different area when appropriate.
Maintains accurate records including documenting all client interactions in the Salesforce.com platform.
Works closely with Sales Territory Managers and Sales leadership to resolve client issues related to billing/invoicing.
What We’re Looking For:
Associate’s Degree with 1-2 years of accounting-related experience, or an equivalent mix of education and experience.
Experience with Salesforce is preferred
Ability to identify the information needed to clarify a situation, seek that information from appropriate sources and use skillful questioning to draw out the information.
Ability to approach a problem using a logical, systematic, sequential approach and resolve the client’s issues quickly and effectively.
Ability to handle sensitive situations and information in a courteous manner.
Ability to multitask, prioritize and manage time effectively.
Proven customer service/support experience.
Excellent communication, strong phone contact handling and active listening skills.
Proficiency in Google suite and familiarity with CRM systems and practices
Why You Want to Work Here:
Outstanding benefits package, including 6% 401(k) match
Free Wellness Clinic staffed by a Nurse Practitioner
A caring, friendly work environment
The opportunity to positively impact ministries
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.