Client Care Specialist

Summary

Join MBO Partners as a Client Care Specialist and contribute to a leading platform connecting independent professionals and enterprise organizations. This remote role focuses on providing exceptional customer support through various channels, including phone, chat, and tickets. You will build strong customer relationships, troubleshoot issues, and collaborate with internal teams to ensure timely resolutions. The ideal candidate possesses strong communication and problem-solving skills, along with experience in customer service. MBO offers a competitive salary, benefits, and a flexible work environment.

Requirements

• 1+ years of Customer Service or related experience
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Diplomacy, tact, and poise under pressure when working through customer issues
• Clear and effective communication skills (in person, phone, email, etc.)
• Proficiency with MS Office Suite

Responsibilities

• Build and nurture customer relationships by providing superior customer support via inbound tickets, chat, and telephone
• Be available at your desk during working hours in a quiet environment, free of distractions, to answer phone calls
• Consistently take 70+ tickets and 35+ incoming phone calls per week
• Respond to customer inquiries with compassion, speed, accuracy, and professionalism, ensuring a high level of customer satisfaction
• Manage incoming support requests by taking calls and handling tickets, troubleshooting issues, and providing timely and effective solutions
• Analyze data and support Vendor Management Systems and third-party services where Talent data is entered to understand impact to talent and make adjustments as needed
• Coordinate corrective actions with internal teams, such as finance, human resources, client representatives, to ensure timely resolution of complaints, disputes, and special requests
• Enhance FAQ and training materials for internal and external customers based on common issues and feedback
• Maintain good data hygiene and integrity through detailed case documentation by interpreting documented policies, procedures, and guidelines
• Utilize multiple software programs simultaneously while conversing with all levels of internal and external customers
• Troubleshoot product failures and make recommendations for escalations when necessary

Preferred Qualifications

• Bachelor’s degree
• Experience with Zendesk
• Experience with staffing and/or tech companies

Benefits

• Remote work environment
• Competitive base salary with opportunities for growth and development
• Excellent medical, dental, and vision plans designed to support healthy lifestyles
• 401(k) retirement plan
• Flexible Time Off – take time when you need it
• Bonus opportunities
• Wellness allowance
• Culture based on trust, feedback, communication, success and fun