What are the responsibilities and job description for the Client Support Advocate (Phone & Email) position at Helpware?
Client Support Advocate
About Us
Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our US Teams are growing and we're looking for experienced Client Support Advocates to join our Helpware team.
Position Overview:
As a Client Support Advocate, you will be helping victims get justice from a corporation that caused them harm. Client Support Advocates are responsible for delivering high-quality support to people who have been harmed. The conversations can be heart-wrenching and the work of gathering all necessary information takes an incredible amount of care and perseverance. You will play a vital role in assisting clients with personalized care and conversations regarding sensitive situations. You will also be responsible for addressing client inquiries with respect and empathy, while also ensuring client satisfaction and confidentiality. This position requires computer proficiency and the ability to assist clients through various communication channels, including phone and email.
Primary Responsibilities:
- Responding promptly and effectively to clients needs and inquiries
- Managing inbound and outbound calls in a professional and courteous manner
- Assisting clients in completing questionnaires to determine eligibility
- Guiding clients through the process of uploading identification and signing documents
- Following communication scripts when handling different topics
- Quickly learning details pertaining to the current workflow
- Capturing data accurately during intake calls
- Following the escalation process when necessary
- Providing feedback to improve processes and customer service
- Ensuring customer requests are handled in a timely and appropriate manner
- Providing friendly, confident, and knowledgeable service to customers
- Utilizing various Helpware and client-based tools and applications for customer support
- Committing to a dedicated 40-hour workweek
- Performing other duties as assigned
Qualifications:
- Excellent verbal and written communication skills in a professional business context
- Ability to maintain strict confidentiality regarding client & company proprietary information
- Intense multitasking and prioritization abilities while remaining calm and pleasant
- Solid problem-solving skills and the ability to think quickly on your feet
- Strong organizational skills to manage workload effectively
- Empathetic, courteous and respectful demeanor when interacting with customers
- Prior customer service experience is preferred
- Flexibility to work an 8-hour day, 5 days per week, as our operations run 24/7
