The Client Experience Specialist will be responsible for developing and maintaining positive client relationships. They respond to all customer feedback received through the case process, the Client Experience phone queue, email, and chat throughout their assigned schedule. Responsibilities also include supporting the Client Experience Manager and Operational teams.
Responsibilities
- Receive incoming customer support calls, emails, and web chats and use company and product knowledge to resolve customer issues.
- Utilize CRM to manage and document all customer communication, issue resolution, lead qualification and account activity.
- Resolve cases according to the case resolution guidelines and make recommendations and implement improvements when necessary.
- Analyze data and prepare reports on customer information.
- Assist with all aspects of client implementation including coordinating LSA Team, and client, and executing implementation plan.
- Responsible for providing timely and professional responses to clients through all channels regarding all outstanding inquiries.
- Act as a liaison with other departments as necessary while maintaining knowledge of other departmental processes.
- Performs other duties as assigned.
Requirements
- Strong interpersonal skills, diplomacy, and discretion.
- Proven success in creating and maintaining customer relationships.
- Multitask and work well under pressure in a time-constrained environment; Able to efficiently and effectively respond to client concerns and projects as they arise.
- Experience analyzing data and creating reports.
- Experience with Microsoft Dynamics or other CRM preferable.
- Experience training staff preferred.