Client Support Specialist

Folks who have customer services experience for companies who offer software as a service, help desk experience etc

Job Description

The Client Support Specialist is the driving force behind building and fostering client relationships. Client Support Specialists are the point of contact and responsible for supporting their assigned clients. Duties include client support on Independent Contractor (IC) enrollment questions, account maintenance requests and document approval. The Client Support Specialist works closely with clients to proactively identify their needs, assist them with account maintenance requests to include workflow reviews and provides guidance as well as light training on system functionality, supporting the overall goal of promoting client growth and increasing client satisfaction.

Responsibilities:

• Addresses client support requests as they pertain to their portal setup and IC enrollments while ensuring timely resolutions that are in line with Service Level Agreements (SLAs) and with attention to quality
• Maintains subcontractor records in the client portal and ensures proper association with the respective master contractors
• Assists clients with location updates to ensure proper workflow logic, maintains client users, support clients with enrollment invites and IC termination requests
• Approves documents in compliance with client specification; denies and informs ICs on non-compliant documents.
• Demonstrates a strong ability to communicate with clients, including strong executive presence, de-escalation, and relationship management
• Primary point of contact on insurance opt-out requests received from clients
• Collaborates with the Accounting Team as well as the Settlement Team to ensure overall satisfaction for our clients

• Proactively provide feedback to management regarding process improvements and knowledge base content gaps
• Becomes a trusted advisor to clients. Provides guidance on current service as well as product offerings
• Walks clients through troubleshooting and ensures clients maximize system functionality
• Consults clients on their ICM portal as well as workflow setups. Partners with the Professional Services Group (PSG) as needed for workflow and client portal setup questions
• Maintains client record data and ensures that the client profile is always current
• Contributes to organizational goals by meeting metric

Skills and Knowledge:

• Effective communication and interpersonal skills; capable of maintaining strong relationships
• Strong organizational and multiple priorities balance skills
• Excellent analytical and problem-solving abilities
• Documentation management and ability to use project management tools
• Attention to detail even under pressure
• Time management skills with the ability to meet deadlines
• Must have initiative

Experience and Education:

• High School Diploma and three years of experience in a related field or Associate’s degree in business or related field of study
• Exceptional verbal, written, and presentation skills
• Comfortable using collaboration and CRM tools such as Teams, Atlassian, Salesforce, Monday.com
• Ability to work effectively both independently and as part of a team
• Knowledge of file management, transcription, and other administrative procedures