Description
Position Title: Client Services Coordinator
Status: Temporary (Possible Perm), 5 months, possibly 9 months.
Location: Fully remote
Hours: Mon–Fri, 8:30 am – 5:30 pm, EST
Pay: $25/hour
Job Summary:
For over a decade, we have built and evolved solutions that help small and medium-sized organizations manage payments-related activities more efficiently and competitively. We are a robust, secure SaaS solution with a deep suite of workforce spend management capabilities, advanced card controls, real-time visibility into card usage, and improved reconciliation processes. We provide a better, more effective solution for thousands of organizations and people in the workforce. We work daily to find new ways to help our community of customers operate more efficiently.
You will work under the direct supervision of the Customer Services Manager to ensure business continuity within our Client Services team while covering for full-time team members on LOA.
Client Support Coordinators are the front line of support for users; helping ensure that customers are satisfied with products, services, and features. They are responsible for providing excellent customer service with the goal of improving the user’s understanding of the product and overall experience. This includes but is not limited to explaining how technology and new features work, promptly resolving client inquiries, troubleshooting issues in real-time, suggesting information about other products and services, and escalating client feedback to the appropriate teams when necessary.
Essential Responsibilities:
- Will take on escalating calls from Offshore Customer Service
- Effectively resolve customer inquiries in a considerate and timely manner maintaining SLAs
- Prioritize incoming requests while identifying trends in customer issues and feedback to the flag for the rest of the team
- Provide assistance to clients via email, phone, and video call as needed
- Update and maintain a digital knowledge base to ensure the ongoing learning and success of your team and the company.
- Partner with various departments to support team and companywide goals
- Maintains user confidence and protect the company by keeping information confidential
- Keep accurate records and document customer service actions and discussions
Required Skills & Qualifications:
- BA/BS degree or equivalent
- Passionate about customer support and about the role it plays in making a customer-centric team successful
- Strong customer focus and decision-making skills
- Empathy, tact, and poise under pressure when working through customer issues
- Must be motivated, able to work independently and in a group
- Camera must be on when required, video calls, training etc.
Preferred Skills & Qualifications:
- Experience working in banking or card payment industries.
- Prior experience in a customer-facing role, ideally in a support function
- Experience with Salesforce or other ticketing platforms
- Proven ability to manage multiple tasks while maintaining focus on primary responsibility
- Excellent interpersonal, communication (written and verbal), and problem-solving skills
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.
