RedCard
  • 28-Feb-2017 to 31-Dec-2021 (CST)
  • Client Services
  • St. Louis, MO, USA
  • Full Time

Summary of Position: 

The Client Service Support Specialist provides professional and skilled technical services and support to clients and the Client Services Team. Communicates with clients through a variety of methods: telephone calls and emails. Provides timely and professional administrative support, technical expertise and customer service. Responsible for logging and tracking issues all the way through resolution.

 

Duties & Responsibilities Client Service Support Specialist:

  • Maintain a high level of support to all members of the Client Services team.

  • Greet all clients in a courteous, friendly, timely and professional manner.

  • Listen attentively to client needs and concerns in order to provide accurate and timely resolution.

  • Clarify client requirements; probe for understanding, use support tools and resources to resolve client issues.

  • Support Client Service Account Managers by providing:

    • first level support of all inbound calls and e-mails.

    • accurate logging, ticketing and tracking on all calls and e-mails.

    • accurate escalation of tickets per department procedures.

    • timely and professional resolution on all calls, emails and supported issues.

  • Maintain broad knowledge of client products and/or services.

  • Follows established HIPAA, Compliance & Security policies

 

Professional and Interpersonal Skills:

  • Client/Customer Focus Makes customers and their needs a primary focus of one's actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.

  • Communication Communicates accurately, honestly and effectively, both in oral and written form; practices active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.

  • Problem Analysis & Solving Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.

  • Team Success Actively participates as a member of a team to move the team toward the completion of goals.

  • Initiative Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes beyond.

  • Planning and Organizing Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.

  • Living the Vision and Values Keeps the company's vision and values at the forefront of decision-making and action.

 

Education and Experience:

  • BS or BA degree preferred. Classes in mathematics, statistics or information systems would be helpful.

  • Previous Customer Service experience preferred

  • General understanding of technologies and troubleshooting processes.

  • Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail

  • Basic data skills including ability to use text editors preferred

 

Physical Factors:

  • Sitting at desk or meetings, or standing for long periods of time

  • Occasional travel required

  • Work long hours and flexible schedule when needed

  • Use standard office equipment

 

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