What are the responsibilities and job description for the Client Support Specialist position at Assurant?
Client Support Specialist
The Client Support Associate is responsible for assisting customers with technical and product support needs by helping to diagnose and solve technical problems. Primary responsibilities are answering client questions via phone calls or email. The Client Support Associate makes an essential contribution to client satisfaction by providing prompt, efficient and courteous service to callers.
What will be my duties and responsibilities in this job?
Provide specific information regarding the services, products or materials offered
Assist customers with computer issues and provide troubleshooting information
Report and analyze customer’ information and needs
Issue billing details and open and close customer accounts
Manage and respond to client queries and inform customers of issue resolution
Coordinate with other departments to resolve client issues
Monitor, report, and escalate status of workflow timelines
Contribute to revenue through client retention and by providing excellent customer support
Assist with project integration plans for clients, (examination of needs, recommendations, coordination of integrations between vendors, and oversite for technical integrations between systems.)
Communicate directly with clients regarding the status of projects and provide answers to client requests/questions
Update the client on current issues for additional information
Raise high priority/escalation items to management to ensure task are completed promptly
Work closely with the Support team to investigate and resolve issues
Add other duties as assigned
What are the requirements needed for this position?
High school diploma or GED
A minimum of 3 years of customer service experience in a call center environment
What other skills/experience would be helpful to have?
Intermediate Microsoft Office skills
Experience using a CRM system
Exceptional ability to solve problems, take a broad perspective, and influence others
Ability to quickly build rapport and to develop long-term relationships with clients and other team members
Extremely high-level escalation management and mature judgment skills
Energy, enthusiasm, and flexibility to use problem-solving skills in a growing and challenging environment
Excellent verbal and written communication skills
Excellent organizational skills and ability to multi-task
Strong project and program management skills
Strategic Thinking
Ability to maintain calm under pressure
Initiative and resourcefulness
Some college
Salesforce experience
This is a remote position.
