Client Services Representative

About the Role

What You Will Do

• Answer a minimum of 30 customer inquiries via email, phone, or chat in a professional and upbeat manner
• Resolve client cases for the client services team, ensuring timely and effective solutions
• Educate clients on searches, forms needed for searches, and the adverse action process
• Assist clients with new user accounts, during the ordering process, and train clients to use the portal
• Train new clients on the billing process and ensure a smooth onboarding experience
• Assist other departments in obtaining information and forms needed from clients to perform searches
• Perform other duties as assigned, including participating in team meetings and contributing to process improvements
• Collaborate with the sales team to identify new business opportunities and drive revenue growth
• Develop and maintain a deep understanding of company products and services to provide expert guidance and support to clients
• Stay up-to-date with industry trends, best practices, and company updates to provide exceptional customer experiences

What We Are Looking For

• High School Diploma or equivalent required
• 1+ years of experience in a client services department in a call center environment preferred
• Working knowledge of G-Suite and Microsoft Office products
• Experience in Salesforce preferred
• Proven ability to build, nurture, and retain client relationships
• Strong verbal and written communication skills, including the ability to effectively facilitate and adjust communication styles to the audience
• Ability to maintain regular and punctual attendance, with a strong work ethic and discipline
• Ability to thrive in a fast-paced environment, with a focus on creating solutions and driving results
• Ability to adapt quickly to a changing environment, with a flexible and resilient mindset
• Strong problem-solving skills, with a customer-centric approach

Nice to Have

• Experience working in a remote environment, with a proven ability to work independently and as part of a team
• Knowledge of Adjust and Excel, with experience in data analysis and reporting
• Certification in customer service or a related field, with a commitment to ongoing learning and professional development
• Experience working with diverse client groups, with a strong understanding of cultural and linguistic nuances
• Knowledge of digital marketing and paid media, with a strong interest in the industry and its trends

Benefits and Perks

• Join a dynamic and innovative team, with a focus on work-life balance and employee well-being
• Experience a fun, inclusive, and supportive company culture, with regular team-building activities and social events
• Enjoy flexible working hours, with the ability to work from home or any location of your choice
• Develop your skills and career, with access to training and development programs, and opportunities for professional growth
• Participate in a high-energy and engaging atmosphere, with a focus on collaboration and teamwork
• Receive a competitive salary and benefits package, with a comprehensive health insurance plan and retirement savings options
• Enjoy a quiet, dedicated home office space, with a noise-canceling USB headset and a functioning webcam
• Have a primary device equipped with the latest technology, including a desktop or laptop and a minimum of 8 GB RAM
• Have a backup device and internet connection, with a minimum speed of 10 Mbps and a functional smartphone for communication and verification purposes
• Receive a remote stipend, with a monthly allowance for internet and phone expenses
• Have access to a range of wellness programs, including mental health support and fitness classes
• Enjoy a generous PTO policy, with a minimum of 20 days of paid vacation per year and 10 paid sick days per year
• Have the opportunity to participate in company-sponsored events and activities, including volunteer days and team outings
• Receive a comprehensive onboarding program, with a dedicated trainer and a thorough introduction to the company and its systems
• Have access to a range of professional development resources, including online courses and industry conferences
• Enjoy a dynamic and supportive team environment, with regular feedback and coaching to help you grow and develop in your role

• Develop a strong understanding of customer service principles and practices, with a focus on empathy, active listening, and problem-solving
• Invest in a good pair of noise-canceling headphones, with a high-quality microphone and comfortable design
• Practice your communication skills, with a focus on clarity, tone, and audience adaptation
• Stay organized and manage your time effectively, with a focus on prioritization, delegation, and attention to detail
• Be prepared to ask questions and seek feedback, with a growth mindset and a willingness to learn and improve
• Research the company and its products, with a focus on understanding the industry, the market, and the customer needs
• Develop a strong online presence, with a professional LinkedIn profile and a personal website or blog
• Network with other professionals in the industry, with a focus on building relationships, sharing knowledge, and staying up-to-date with industry trends