Client Services Representative (Team Lead)
WFA Digital Insight
The demand for skilled client services professionals has skyrocketed, with a 25% increase in job postings over the past year. As companies expand their digital presence, they require experts who can navigate complex software like Salesforce and Adjust. CrewBloom, a leader in the industry, is seeking a Client Services Representative to lead their team. With a strong background in customer service and leadership, candidates can thrive in this fast-paced environment. Before applying, candidates should be aware of the company's emphasis on teamwork, problem-solving, and excellent communication skills.
Job Description
About the Role
The Client Services Representative will play a crucial role in CrewBloom's success, acting as the primary point of contact for clients. This role requires a unique blend of technical expertise, leadership skills, and exceptional communication abilities. As a team lead, the representative will oversee the client services team, ensuring seamless interactions with clients and resolving complex issues.The ideal candidate will have experience working in a background screening company, with a deep understanding of verification processes and a proven track record of leadership. The role involves working in a fast-paced environment, where no two days are the same. The representative will need to adapt quickly to changing circumstances, prioritize tasks, and maintain a high level of productivity.
CrewBloom values teamwork and collaboration, and the Client Services Representative will be expected to work closely with other departments to achieve shared goals. The company prides itself on its fun, inclusive culture, and the representative will be an integral part of this dynamic team.
What You Will Do
- Respond to a minimum of 30 client inquiries via email, phone, or chat, providing timely and effective solutions to their concerns
- Resolve complex client cases, escalating issues when necessary and collaborating with other teams to find resolutions
- Educate clients on various products and services, including searches, forms, and adverse action processes
- Assist clients with new user accounts, providing training and support during the onboarding process
- Train clients on the billing process and ensure a smooth transition to the client services team
- Collaborate with other departments to obtain necessary information and forms from clients
- Perform other duties as assigned, including contributing to process improvements and knowledge sharing
- Maintain accurate records of client interactions, using tools like Salesforce to track progress and analyze trends
- Develop and implement strategies to improve client satisfaction and retention
- Stay up-to-date with industry developments, attending webinars and workshops to enhance knowledge and skills
What We Are Looking For
- High School Diploma or equivalent required, with 1+ years of experience in a client services department in a call center environment preferred
- Experience working in a background screening company, with knowledge of verification processes such as employment, education, or reference checks
- Leadership or management experience, with a proven ability to build, nurture, and retain client relationships
- Strong verbal and written communication skills, including the ability to facilitate and adjust communication styles to the audience
- Ability to maintain regular and punctual attendance, with a strong work ethic and commitment to meeting deadlines
- Experience with G-Suite and Microsoft Office products, including Excel and Salesforce
- Ability to adapt quickly to a changing environment, with a focus on creating solutions and navigating complex software
Nice to Have
- Experience with Adjust, a mobile attribution platform
- Familiarity with other customer relationship management (CRM) tools
- Certification in customer service or a related field, such as a Certified Customer Service Representative (CCSR)
Benefits and Perks
- Competitive salary and benefits package, with opportunities for career growth and professional development
- Flexible work arrangement, with the option to work from home or any location of choice
- Access to cutting-edge technology, including the latest software and equipment
- Collaborative and dynamic work environment, with a team of experienced professionals
- Ongoing training and development opportunities, including workshops and webinars
- Recognition and rewards for outstanding performance, including bonuses and promotions
- Comprehensive health and wellness package, including medical, dental, and vision coverage
- Generous paid time off (PTO) and holiday schedule, with opportunities for flexible scheduling
- Retirement savings plan, with company matching contributions
- Employee assistance program (EAP), with access to counseling and other support services
How to Stand Out
- To stand out in the application process, highlight your experience with Salesforce and other CRM tools, as well as your leadership and management skills.
- Be prepared to provide specific examples of times when you effectively resolved complex client issues or improved client satisfaction.
- Make sure you have a strong understanding of the company's products and services, as well as the industry as a whole.
- Showcase your problem-solving skills and ability to adapt to changing environments.
- Consider creating a portfolio that showcases your customer service skills and experience, including any relevant certifications or training.
- During salary negotiations, be prepared to discuss your expectations and requirements, and be open to flexible work arrangements.
- When researching the company, look for reviews and testimonials from current and former employees to get a sense of the company culture and values.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.