Ritz Family Publishing

We are seeking a professional, customer-focused, and highly organized Client Support Specialist to join our team. This role is responsible for serving as a primary point of contact for clients, responding to inquiries, resolving issues, providing product and service information, and ensuring a positive customer experience.

The ideal candidate has excellent communication and problem-solving skills, strong attention to detail, and the ability to manage multiple client requests efficiently in a fast-paced environment. This position may be performed remotely, depending on company requirements.

Key Responsibilities

• Respond promptly and professionally to client inquiries through email, live chat, phone, and other approved communication channels.
• Assist clients with questions regarding products, services, accounts, orders, billing, and general company information.
• Troubleshoot and resolve routine customer issues while maintaining a high standard of service.
• Identify client needs and provide accurate, appropriate solutions or recommendations.
• Escalate complex technical, billing, or service issues to the appropriate department when necessary.
• Maintain accurate records of client interactions, requests, complaints, and resolutions within company systems.
• Follow up with clients to ensure issues have been resolved and expectations have been met.
• Coordinate with sales, marketing, operations, technical support, and other internal teams to address client needs.
• Process and update customer information while maintaining data accuracy.
• Monitor customer feedback and identify recurring issues or opportunities for service improvement.
• Maintain a thorough understanding of company products, services, policies, and procedures.
• Meet established customer service, response-time, quality, and productivity standards.
• Handle confidential customer and company information in accordance with applicable policies.
• Maintain a professional and positive attitude when handling difficult or dissatisfied customers.
• Participate in training and ongoing professional development activities.

Qualifications

• High school diploma or equivalent required; additional education is a plus.
• Previous experience in customer service, client support, call center operations, account management, or a related field preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Excellent attention to detail and organizational skills.
• Ability to multitask and manage competing priorities.
• Comfortable working with computers, CRM platforms, help desk software, and standard office applications.
• Ability to learn new software, products, and processes quickly.
• Strong interpersonal skills and a customer-first mindset.
• Ability to work independently while also collaborating effectively with a remote team.