What are the responsibilities and job description for the Client Care Specialist (Eastern Time Zone) position at MBO Partners?
The Role: Client Care Specialist
Location: Remote - Candidates given preference who are available until 5 pm PST.
Who are we?
At MBO we give people the control to do the work they love the way they want.
We’re leading the future of work by building a best-in-class platform for independent professionals and leading enterprise organizations. MBO Partners is a deep job platform that connects and enables independent professionals and micro-business owners to do business safely and effectively with enterprise organizations. While we’ve been in business for more than 20 years, we treat each day as an opportunity to help innovate, collaborate, and shape the future of work for our enterprise and independent clients.
By joining our team, you’re helping build and lead the next way of working and contributing directly to our platform roadmap and vision.
Why should you apply?
If you're looking for a place to expand your skills and grow your experience, this position offers an opportunity for individuals who love working with a team in a fast-paced and evolving environment, are cool under pressure, love feedback, take challenges head-on and strive for perfection in everything they do.
Here are some details you’re probably wondering about.
What will you be doing
The Client Care team is currently seeking a Client Care Specialist who will be intimately involved in the day-to-day support of our customers. You will work closely with the Client Care team members along with a variety of stakeholders, both internal and external, in order to ensure a positive end-to-end customer experience. In this role you will:
- Build and nurture customer relationships by providing superior customer support via inbound tickets, chat, and telephone.
- Be available at your desk during working hours in a quiet environment, free of distractions, to answer phone calls
- Consistently take 70 tickets and 35 incoming phone calls per week.
- Respond to customer inquiries with compassion, speed, accuracy, and professionalism, ensuring a high level of customer satisfaction.
- Manage incoming support requests by taking calls and handling tickets, troubleshooting issues, and providing timely and effective solutions.
- Analyze data and support Vendor Management Systems and third-party services where Talent data is entered to understand impact to talent and make adjustments as needed.
- Coordinate corrective actions with internal teams, such as finance, human resources, client representatives, to ensure timely resolution of complaints, disputes, and special requests.
- Enhance FAQ and training materials for internal and external customers based on common issues and feedback.
- Maintain good data hygiene and integrity through detailed case documentation by interpreting documented policies, procedures, and guidelines.
- Utilize multiple software programs simultaneously while conversing with all levels of internal and external customers.
- Troubleshoot product failures and make recommendations for escalations when necessary.
What do you need to stand out
- Bachelor’s degree preferred
- 1 years of Customer Service or related experience
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
- Diplomacy, tact, and poise under pressure when working through customer issues
- Clear and effective communication skills (in person, phone, email, etc.)
- Proficiency with MS Office Suite
- Experience with Zendesk a plus, but not a requirement
- Experience with staffing and/or tech companies preferred
- Remote work environment
- Competitive base salary with opportunities for growth and development
- Excellent medical, dental, and vision plans designed to support healthy lifestyles
- 401(k) retirement plan
- Flexible Time Off – take time when you need it
- Bonus opportunities
- Wellness allowance
- Culture based on trust, feedback, communication, success and fun
- And, much, much more
By applying for this position, you agree to the Terms and Conditions and Arbitration Agreement. You are directing MBO to disclose your personal information to those who may be interested in hiring or engaging with me. You acknowledge and understand that MBO will use your personal information as described in the Privacy Policy If you are a resident of California, you understand and acknowledge that MBO will use your personal information as described here. You acknowledge and understand that MBO is an international company and your personal information can be transferred to, stored, and/or processed in any country in which MBO or its affiliates, suppliers, service providers and/or agents maintain facilities, including, but not limited to, the United States of America and the European Union.
