Client Services Representative

The role of a Client Services Representative is integral to our commitment to exceptional customer service. The primary responsibility of the Client Services Representative is to manage inbound and outbound calls with the utmost professionalism and timeliness. This entails answering, screening, and transferring calls as necessary. In addition, the representative is entrusted with receiving inbound calls, making outbound calls, handling escalated issues, updating our CRM system, delivering outstanding customer support, reselling the program persuasively, and offering empathetic and effective rebuttals to address client concerns arising from financial distress.

Responsibilities:

• Ensure timely and professional response to inbound calls throughout scheduled shifts.
• Initiate outbound calls to provide essential updates to our valued clients.
• Address client emails and chats via our internal database.
• Adhere to call center scripts when addressing a variety of topics, including reselling the program.
• Utilize sales techniques to resell the benefits of the program, emphasizing its value and advantages.
• Employ persuasive communication and compassionate rebuttals to address client concerns and objections arising from financial distress.
• Thoroughly identify customer needs, clarify information, research issues, and offer comprehensive solutions.
• Appropriately direct clients to the relevant departments or teams as needed.
• Maintain thorough records of all interactions in our call center database CRM.
• Assist client advocates with the client enrollment process.
• Adhere diligently to all communication procedures, policies, and guidelines during each customer interaction.
• Continuously update client information as their enrollment progresses (via email, chat, or phone).
• Assist clients in effecting modifications to their program, such as Drafts, Billing, and Retention.
• Contribute to our internal client retention processes.
• Cultivate and uphold professional relationships with customers by consistently delivering excellent customer service.
• Exceed or meet call quotas individually and as part of the team.
• Fulfill additional responsibilities as assigned.

Requirements:

• Some prior experience in customer service.
• Exceptional verbal and written communication skills.
• Excellent problem-solving abilities.
• Thorough comprehension of call center policies and procedures.
• Keen attention to detail.
• Ability to work efficiently and effectively with minimal supervision.
• Proficiency and experience with Microsoft Office and G-Suite applications.

Education:

• High School Diploma or equivalent.

Company Benefits:

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program