What are the responsibilities and job description for the Accounting and Payment Solutions Specialist - Customer Support Specialist position at Clubessential?
Company Overview
Clubessential provides cutting-edge cloud-based software solutions tailored for the private club and collegiate athletic markets. As an Inc. 5000 fastest growing company, we are backed by Battery Ventures, fueling our growth and innovation. Our dedicated team thrives on delivering exceptional products and services to a diverse clientele including country clubs, golf clubs, yacht clubs, social clubs, and leading collegiate athletic organizations.
Position Summary
The Accounting and Payment Solutions Specialist will blend expertise in client support with a focus on payment solutions, integrating accounting fundamentals and technical proficiency. This role encompasses both advanced technical support and management of payment support, and ongoing client relations. You will be the go-to person for resolving client cases related to payment processing, accounting and reporting.
Responsibilities
Client Support & Technical Assistance
- Serve as the initial contact for client support requests via phone, email, chat and voicemail, ensuring timely and effective resolution.
- Provide support for Clubessential products related to accounting, payments, membership, banquets and reporting; troubleshooting and resolving client issues with a strong grasp of technical capabilities.
- Document client interactions comprehensively in CRM systems and manage escalation to higher support levels when necessary.
- Engage with clients to understand their needs, offering value-added solutions and demonstrating technical proficiency.
- Troubleshoot payment solution issues and work with third-party partners to resolve complex problems related to credit card devices, networking and processing.
- Act as a trusted advisor to clients, managing expectations and promoting product adoption.
- Monitor client utilization, identify at-risk customers, and implement strategies to enhance client retention and satisfaction.
- Maintain full product knowledge by engaging in product release information along with any new products or services offered
- Assist Product team and Internal Customers to develop ideas, concepts and solutions that help the product meet company objectives allowing for company growth and ease to implement and support the product ongoing.
Requirements
- Bachelor’s degree in Business Administration, Accounting, Finance, or a related field preferred.
- Strong technical proficiency with curiosity and ability to quickly learn new software and technologies.
- Solid understanding of financial processes including budgeting, forecasting, and financial reporting.
- Exceptional communication skills with the ability to interact effectively with both technical and non-technical stakeholders.
- Demonstrated problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
- Process-oriented with a knack for improving and streamlining operations.
- Team-oriented with a proactive approach to client support and relationship management.
Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
