Client Care Representative

Summary

Join Experian as a Client Services Associate II in Costa Rica! This permanent, home-based role provides general support to reseller and public sector clients. You will handle client inquiries, resolve technical and billing issues, maintain account information, and educate clients on products and services. The position requires strong communication and organizational skills, along with experience in Excel and Salesforce. Experian offers a comprehensive benefits package including medical, life, and dental insurance, paid time off, performance bonuses, and more.

Requirements

• Achieve an English test score of 70 or higher
• Possess 2+ years of experience
• Demonstrate knowledge of Excel (ability to maintain complex spreadsheets) or Access
• Exhibit good organization skills
• Possess strong communication skills

Responsibilities

• Provide general support for all Reseller and Public Sector clients
• Perform customized set ups (subcode creation and/or pricing implementation)
• Manage high-touch Reseller Assignments, handling the entire support relationship
• Support U.S. Government accounts
• Diagnose, research, and resolve problems related to specific requests, technical support, billing, account maintenance, subcode maintenance, data issues, product descriptions, and pricing
• Aid clients or sales with set up or billing inquiries
• Handle client escalations from calls/emails/surveys
• Maintain and update critical account and pricing tables
• Educate customers on new and existing products, policies, and procedures
• Attend Sales/Client meetings
• Help with special projects
• Submit requests to Commercial Relations file and conduct data research
• Aid with complex Government account user onboarding
• Participate in annual audit of Client Care procedures and job aids
• Lead training and/or demonstrations for specific products or client responsibilities
• Help with more complex product implementations (ie: API, FusionIQ, DecisionIQ)
• Assist with special projects (one time or ongoing)
• Ensure access to MyExperian Portal
• Coordinate and prioritize support efforts between multiple Experian departments (ie: API Support, Ask Tech, etc)
• Maintain subcodes
• Demonstrate knowledge of Consumer and/or Commercial products and services
• Use Salesforce to engage Support assistance and to track and log all activities relevant to the customer

Preferred Qualifications

Achieve an English test score of 72 or higher

Benefits

• Medical, life and dental insurance
• Asociación Solidarista
• International Share Save Plan
• Flex Work/Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program