Client Service Representative

Job Details

Job Location
USF LAFAYETTE - LAFAYETTE, LA

Description

Job Description:

A Client Service Representative plays a crucial role in delivering outstanding client experiences. Serves as a point of contact for our clients, addressing their inquiries, resolving issues, and ensuring their needs are met. This role is an essential component of our commitment to client satisfaction and retention.

Responsibilities:

Client Interaction: Handle inbound and outbound client communications through various channels, such as phone, email, chat, and social media, in a courteous, efficient, and professional manner. This includes, but is not limited to the following aspects:
Issue Resolution: Listen actively to client concerns, troubleshoot problems, and provide appropriate solutions or guidance to ensure client satisfaction. Escalate to Dept. manager at client request or if unable to assist the client further.
Product/Service Knowledge: Develop a deep understanding of our products/services to effectively assist clients, answer inquiries, and provide accurate information.

Documentation: Maintain accurate and detailed records of client interactions, inquiries, complaints, and resolutions in our system.
Cross-functional Collaboration: Collaborate with other departments, such as Sales, Technical Support, and Billing, to address complex client issues and ensure a seamless client experience. Record Job totals per office monthly and report findings/trends. Maintain various internal documents listing personnel, credentials and locations. Monitor company website and various client databases to ensure accurate representation of services/personnel in specific areas.
Client Feedback: Collect and relay client feedback to the appropriate teams to help improve our products, services, and processes. Perform Reputation survey at month end.
Continuous Improvement: Stay up-to-date with client knowledge, company policies, and industry trends. Strive to determine improved ways to provide clients with accurate and timely information. Monitor tracking summary reports weekly to locate where our service lags and offer strategic solutions to remedy. Learn to identify potential problem areas with turnaround times as well as recognizing individuals that hit their target dates.

Qualifications:

High school diploma (Bachelor's degree preferred).
Proven experience in client service or a related field is a plus.
Exceptional communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to remain calm and composed under pressure.
Proficiency in Excel and CRM systems (preferred but not necessary).
Empathetic and patient attitude towards clients.
Multilingual skills are a plus.