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Associate Client Support Rep.
Ref No.: 18-02215
Location: Duluth, Minnesota
Start Date: 12/30/1899

The Associate Client Support Representative maintains efficient and effective communication with our subscriber base by handling both inbound and outbound phone calls and email correspondence. Client Support team members continually educate customers regarding compliance processes, troubleshooting techniques and how to leverage the digital tools we provide. Call HandlingInbound calls -- High call volume (50-100 calls per day)
Outbound calls -- Product support and customer education
Log call notes in CRM and JIRA

Customer Relationship ManagementMaintain client relationships focused on customer satisfaction and retention
Educate clients on product and program enhancements
Maintain and track communication with clients
Facilitate information flow to all relevant parties
Flexibility in work schedule is a necessity
Complete additional projects as assigned

Customer EducationOngoing product support
Editor/tool knowledge base and support
Guide customers through Corporate Client Intranets, policies and procedures

Troubleshooting/Case ManagementResearching previous and current account activity to resolve issues or answer questions
Entering issues for Development to further investigate
Close case and follow up with customer on resolution