Work at Purchasing Power
Purchasing Power is looking to hire a Client Service Specialist to join our exciting and fast-paced, Client Services Team .
Why Purchasing Power?
We are the leading specialty e-retailer offering consumer products, vacations and online education services through an easy and convenient payment plan. Our customers love us because we make paying for their purchases stress- and hassle-free. The automatic payments help them to avoid penalty fees and ballooning interest associated with other payment options. While the fixed payment duration options empower them to budget more efficiently. Ours is a revolutionary e-commerce experience that gives customers access to a better life combined with a responsible way to buy.
Reporting to the Sr. Manager, Client Services, the Client Services Specialist will be the first line of contact between Purchasing Power and our clients regarding servicing issues, questions or escalations. They will be integral in the maturation of Purchasing Power’s client facing service offering and delivering a true Voluntary Benefits experience to our clients. The individual in this role will have the responsibility to take questions, address concerns or inputs from our clients via email or telephone and translate those needs to others within the organization.
Responsibilities include:
- Provide a superior level of service and communication to both the internal teams who assist in the resolution as well as a thorough explanation to the client once the issue is resolved
- Identify process gaps that create service concerns for clients and recommend workflow changes to resolve them
- Research and respond to client inquiries, answer questions or address issues with a strong sense of urgency
- Communicate in a professional manner when interacting with clients on behalf of cross functional departments with questions or items of clarification that aid in the quality servicing of our clients
- Document inquiries and maintain accountability for assigned clients including understanding specific client business rules and characteristics and applications with limited supervision
- Maintain a solid knowledge of internal processes that affect clients and how to troubleshoot when issues arise including working independently with the appropriate cross functional team to engage in resolution
- Drive towards root cause resolution when servicing questions or issues arise and maintain accountability for seeing the items through to completion with limited supervision utilizing internal and external resources
- Ability to communicate forward-thinking resolutions to clients without revealing internal processes or procedures.
- Aptitude to demonstrate cross functional collaboration addressing ownership and accountability for client/company driven issues
- Work with internal partners to address continued service issues in a collaborative, objective and client sensitive manner
- Understand trends in servicing issues and maintain a series of data and reports that allow other teams and managers to assist in the resolution of holistic issues or strategy changes
- Review reports and data driven documents prior to submission to client for accuracy and data integrity.
- Manage and maintain service quality for assigned Book of Business with a concentration on highest grossing revenue clients and high-profile service driven clients
Basic Qualifications:
- Bachelor’s degree in general area of study
- 3-5 years of appropriate industry exposure, including specific voluntary benefit experience
- Advanced Level knowledge of Microsoft Office (Word, Excel, PowerPoint, Visio, create Pivot tables and perform Vlookups)
- Client facing experience in a fast-paced environment
- Relationship Management and Client Service Management experience
- Proficient knowledge of voluntary benefits or financial client services with a focus on client resolution
- Ability to understand technical components of servicing, including B2B electronic and manual data file transfers
- Ability to work independently and effectively demonstrate professional and business judgement
- Self-starter and aptitude to demonstrate initiative in a high stress environment, managing stress in a professional manner
- Advanced verbal and written communication skills with the ability to demonstrate exceptional follow-through
Purchasing Power is a fantastic place to work because: We were founded on the belief that we could empower people and provide the means for them to obtain the small (and sometimes big!) things that improve the quality of their lives.
We are ‘Powering People to a Better Life™’ through our employee purchase program, financial literacy efforts and charitable contributions.
For more information, visit www.PurchasingPower.com
- Our people! We are very proud of our people, we “Power People to a better life”
- 100% company paid benefits for employees
- Kitchen stocked with gourmet coffee, tea and free snacks
- Casual work environment
- Summer Hours
- Flexible PTO
- Top of the line hardware
Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.