Senior Client Services Specialist

The primary responsibility of the Senior Client Services Specialist is to assist clients in resolving complex, sensitive and/or escalated issues. This team member exemplifies a can-do attitude, a high attention to verbal and written communications during tense or escalated situations while providing white glove client service to clients.

Responsibilities:

• Manage customer escalations in a professional, timely, and courteous manner.
• Develop and implement customer-focused strategies to ensure customer satisfaction.
• Monitor customer feedback and develop strategies to improve customer experience.
• Analyze customer service trends and metrics to identify areas of improvement.
• Collaborate with cross-functional teams to ensure customer needs are met.
• Support the implementation of customer service policies and procedures.
• Research complex customer escalations, analyzing and investigating root cause and appropriate solutions.
• Emailing, calling, and assisting with customer escalations.

Required Skills:

• Empathy, organization, and active listening skills required.
• Front platform experience is a plus.
• A proven track record of providing exceptional customer service and teamwork.
• Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office, internet applications.
• Excellent written and verbal communication required.
• Comfortable communicating with all levels in the organization and external partners.
• Excellent problem analysis and solving skills, demonstrating good judgment.
• Detailed and customer service oriented.
• Strong organizational and time management skills
• Ability to perform multiple tasks simultaneously in stressful customer-sensitive situations.

Job Competencies:

• Excellent verbal and written communication skills.
• Ability to multi-task, prioritize and meet deadlines in an environment with changing needs.
• Ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to collaborate across functional groups.
• Advanced presentation and public speaking abilities.
• Ability to absorb new ideas and concepts quickly.
• Positive and optimistic disposition.
• Highly motivated, organized, detail-oriented, dynamic, and learner-focused.
• Excellent follow-through, analytic, and problem-solving skills.
• High degree of social perceptiveness (the ability to gage the reactions of others).



Education and Experience:

• Bachelor's degree or equivalent combination of industry related professional experience & education.
• A minimum of 5 years in a client facing environment is required.
• A combination of education and experience providing equivalent knowledge will be considered.
• Proficient in utilizing client de-escalation skills.

This is a full-time on-site position with excellent pay, health benefits, 401(k) and an outstanding opportunity for growth and development.

No phone calls, please.