Client Services Specialist

Job Description:

Description

The Client Services Specialist is responsible for providing exceptional customer service and technical support in a fast-paced, remote environment. The position involves handling incoming and outgoing calls, processing tickets, and resolving client issues related to login, billing, and device troubleshooting. The role requires a high level of independence, attention to detail, and the ability to manage multiple tasks under pressure. The successful candidate will maintain industry knowledge, adhere to security and compliance requirements, and contribute to monthly billing and reporting projects. This position is crucial for ensuring client satisfaction and operational efficiency through effective problem-solving, communication, and collaboration.

Responsibilities/Essential Functions:

•Must be able to work independently in a fast-paced setting and keep to tight deadlines under pressure

•Process tickets and queued requests by processing all appropriate systems builds and communications

•Taking incoming calls to assist with Login issues, billing questions, troubleshooting device issues, and other critical items a client may need.

•Making outbound calls to provide timely feedback as well as get clarifying information to help resolve client issues.

•Identify and resolve problems and possible delays in a timely manner. Must be able to solve practical problems and maintain ability to interpret a variety of instructions furnished in written, oral, or diagram form

•Diligent awareness of risks in processes and details in data entry

•Take ownership of calls and tickets assigned to you providing outstanding service and satisfaction.

•Will be involved in monthly billing and reporting projects where attention to detail is paramount

•Maintains industry knowledge by participating in educational opportunities and identifying and communicating impactful payments industry changes.

•Provides timely and accurate information / communication to all internal and external customers

•Provides appropriate feedback to the Company regarding escalated concerns

•Work after-hours rotation to provide assistance to clients who have critical outages and escalated to internal tier 2 teams as needed.

•Demonstrate an ability of great customer service skills; and relationship management; maintaining a professional demeanor and communication in the face of obstacles

•Understand and adhere to organizational information security and regulatory compliance requirements.