What are the responsibilities and job description for the Client Support Consultant position at Relias LLC?
Summary
The Support Consultant is the primary contact for inbound client issues, communicating with and escalating to other departments as needed. As a Support Consultant, this role may provide service to our clients on either the SaaS or Ecommerce team. The Support Consultant must provide customer service via multiple channels (including phone, chat, email, web, social), responding to and resolving client queries within SLA guidelines. The Support Consultant will also keep a record of all client interactions in Salesforce, our Customer Relationship Management (CRM) tool, must de-escalate situations involving dissatisfied clients, and follow up with clients as needed. Support Consultant must possess a helpful attitude, strong written and oral communication skills, an ability to multitask, time management skills, high levels of initiative, and an ability to be flexible with changing priorities.
Essential Job Functions
- Provide quick response times and quality support to our clients via available channels, such as chat, web form, email, phone, or social platform (80%)
- Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding (10%)
- Help to maintain documentation, training resources, and internal knowledge materials (5%)
- Other duties as assigned (5%)
Knowledge, Skills & Abilities
- Desire to work with and assist clients
- Excellent communication skills (written and verbal)
- A sense of urgency, a desire to solve problems, and strong time management skills
- Detail-oriented / Process-oriented
- Ability to communicate complex ideas through a variety of modalities
- High levels of emotional intelligence-- patience, composure, and flexibility
- Strong computer skills
- Professionalism- punctuality, transparency, integrity
- Flexibility in the face of change
- Ability to work in a fast-paced, dynamic call center
Education Required
- High School diploma required
Experience/Education Preferred
- Associate's / Bachelor’s degree preferred
- Previous customer service experience preferred
- Experience with a CRM preferred, but not required
- Bilingual abilities are a plus: able to read, write and speak Spanish proficiently
Physical Demands
The physical demands described here are representative of those that must be met by the individual to successfully perform the essential functions of this position.
