Client Experience Specialist

Summary

Join our team as a Client Experience Specialist and develop positive client relationships, responding to customer feedback and supporting the Client Experience Manager and Operational teams.

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

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

Benefits

• Medical
• Dental
• Vision
• 401k with partial match