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Client Support Specialist II
- Meridianlink
-
Verified
Job Description
Job Summary
Join our dynamic team as a Client Support Specialist II, where you'll be the frontline hero in resolving customer issues with precision and care, ensuring every client receives exceptional support and satisfaction. As the Client Support Specialist II, you are at the forefront of resolving customer issues and addressing inquiries. You will respond to incoming communications from clients, meticulously document interactions in our case management systems, and keep clients updated on ongoing resolutions. Utilizing established resolution methods, you will directly resolve client inquiries. Should a resolution prove elusive, you will escalate issues to relevant departments to ensure timely and satisfactory resolution.
Responsibilities
-Ability to collaborate effectively with internal departments to resolve issues and ensure client satisfaction.
-Use sound judgment and decision-making authority to resolve customer inquiries and issues promptly.
-Assist in developing support delivery strategies, escalation procedures, and training programs while mentoring Client Support -------Specialist I colleagues.
-Provide comprehensive information about products and services, address client questions, and resolve issues to enhance customer experience.
-Execute tasks supporting the implementation of procedures to streamline operations and improve service delivery.
-Ensure inquiries are followed up promptly and resolved effectively to meet customer expectations.
-Step in for supervisors during staff or customer meetings as needed to maintain continuity and leadership.
Qualifications: Knowledge, Skills, and Abilities
-Ability to effectively resolve customer inquiries and issues in a professional and courteous manner.
-Strong verbal and written communication skills to interact clearly and effectively with clients and internal teams.
-Capability to analyze problems, identify root causes, and implement effective solutions.
-Comfortable using relevant software and systems to handle client interactions and document case details accurately.
-Ability to work collaboratively with internal departments to resolve client issues and achieve positive outcomes.
-Strong organizational skills to manage multiple tasks efficiently and prioritize workload effectively.
-Prior education or career experience preferably in SaaS, FinTech or Financial services.
