Kristen Baldwin

Job Summary:

We are looking for a friendly, empathetic, and customer-focused individual to join our team as a Client Care Specialist/Customer Service Representative. In this role, you will be the first point of contact for our valued clients, providing exceptional service and resolving inquiries in a timely and professional manner. The ideal candidate should possess excellent communication skills, a passion for helping others, and the ability to handle challenging situations with tact and diplomacy.

Responsibilities:

-Serve as the primary point of contact for client inquiries: Answer incoming calls, emails, and other communication channels promptly and courteously, and provide accurate information and assistance to clients.

-Build and maintain client relationships: Develop a thorough understanding of client needs, preferences, and concerns to provide personalized service and build long-term relationships.

-Resolve client inquiries: Listen actively to client concerns, troubleshoot issues, and provide effective solutions in a timely manner. Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.

-Provide product/service information: Demonstrate a comprehensive knowledge of our products/services and confidently answer client questions, provide guidance, and educate clients on features and benefits.

-Process requests: Assist clients with all requests.

-Maintain accurate records: Document all client interactions, inquiries, and transactions in a detailed and organized manner using ClickUp.

-Collaborate with internal teams: Liaise with various departments, such as sales, logistics, and finance, to address client inquiries, provide updates, and ensure a seamless customer experience.

-Handle complaints and escalations: Address client complaints or issues with empathy, patience, and professionalism. Work towards a satisfactory resolution while adhering to company policies and procedures.

-Identify opportunities for improvement: Proactively identify trends or recurring issues raised by clients and provide feedback to management to improve processes, products, or services.

-Stay updated on product knowledge: Continuously update your knowledge of our products/services, industry trends, and customer service best practices to provide accurate and up-to-date information to clients.

Requirements:

-High school diploma or equivalent; additional education or certification in customer service is a plus.

-Proven customer service experience or similar role, preferably in a fast-paced environment.

-Excellent verbal and written communication skills, with the ability to communicate effectively and professionally with clients of diverse backgrounds.

-Strong interpersonal skills and the ability to build rapport and maintain positive relationships with clients.

-Empathetic and patient approach to customer service, with the ability to handle challenging or irate clients with diplomacy and professionalism.

-Strong problem-solving and decision-making abilities, with the capacity to think quickly and provide appropriate resolutions.

-Proficiency in using customer service software, CRM systems, and other relevant tools to manage client interactions and maintain accurate records.

-Ability to multitask and prioritize workload effectively, while maintaining attention to detail.

-Flexible and adaptable, with the ability to thrive in a dynamic and changing environment.

-Positive attitude, resilience, and a genuine passion for delivering exceptional customer service.

Joining our team as a Client Care Specialist/Customer Service Representative offers an exciting opportunity to be the face of our organization and provide exceptional service to our valued clients. If you are a customer-focused individual with excellent communication skills and a passion for helping others, we would love to hear from you.