Client Services Representative II

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Establish and nurture relationships with client stakeholders.

• Engage with clients through phone, email, and chat, including de-escalation when necessary.

• Manage client contact information and profile data in internal systems, ensuring accuracy and completeness.

• Assist clients with vendor enrollment and onboarding processes.

• Guide clients through troubleshooting and system functionalities.

• Conduct system testing and internal troubleshooting as required to facilitate system updates.

• Contribute to Knowledge Base resources and departmental processes to enhance client self-service options.

• Log system issues, create Jira tickets, escalate concerns promptly, and ensure consistent follow-up until resolution.

• Collaborate across departments to address client issues and enhance product functionality.

• Identify and assess client feedback and support trends to suggest process enhancements.

• Actively engage with clients to ensure product adoption and uncover opportunities to improve their experience.

• Complete special projects that support the company mission, product development, and/or client needs as necessary.

⛳️ Requirements

• High School diploma or equivalent is required.

• Over 3 years of experience in a client-facing or customer support capacity within a software or SaaS environment is highly preferred.

• Possess technical prowess and a curiosity with the capability to diagnose and resolve issues.

• Strong communication and relationship-building abilities.

• Familiarity with CRM systems, ticketing platforms, and customer service tools is preferred.

🏝️ Benefits

• Ongoing training and career advancement opportunities.

• Comprehensive benefits package including medical, dental, vision, and 401k.

• Paid vacation and holidays.