Client Service Advocate – Level I (Retail Clients)

  • Job Title:
    Client Service Advocate - Level I (Retail Clients)
  • Reports To:
    Director, Client Service
  • FLSA Status:
    Non-Exempt

The Client Service Advocate – Level 1 (Retail Clients) will be responsible for serving as a direct point of contact for retail customers to provide requested information, training or resolution for reported issues by performing the following duties:

Duties and Responsibilities

  • Direct interaction via phone; written communication; and Live Chat to provide ClearStar application support.
  • Provide problem analysis, research, and resolution to Retail Customers, Internal Customers
  • Support and knowledge of ClearStar’s Platforms: Aurora; ScreenMeNow; MIS Admin; Gateway Tools
  • Analyze and provide resolution to reported service configurations, customer configuration
  • Know functionality of Aurora platform features
  • Work directly with Tech Service Team with Retail Case Management
  • Work directly with Records & Verification Team:
    • a. Providing order details for Retail clients
    • b. Configuration for Records / Suppliers
  • Support to Sales; Implementation; & Account Management Team a. This may include and is not limited to input on ClearStar’s platform functionality; features; documentation. b. Training of Users, Demos, updating client configurations, etc.
  • General Training of new user training
  • Training via Ring Central feature releases to Retail users
  • Testing and quality assurance of new system enhancements and releases prior to release.
  • Familiar with providing demos via RingCentral training for trouble shooting purposes
  • Initiate and maintain appropriate documentation of case management from initial report through final resolution.
  • Utilize Salesforce CRM for Case Management
  • Other tasks and responsibilities as assigned by Management

Desired Skills & Experiences:

  • Experience in Support/Client Services – Customer service orientation essential.
  • Work Skills and Habits – A high-energy individual who is able to simultaneously manage multiple issues.
  • Leadership – Ability to advocate for doing what is right when solving client issues.
  • Attention to Detail – Ability to undertake detailed activities with accuracy and reliability.
  • Communication skills – Excellent verbal and written communication skills are a necessity.
  • Team Work – Ability to interface and work cooperatively with teammates, customers and third-party service providers.
  • Problem Solving Skills – Ability to resolve customer problems with diplomacy, either directly or with the team’s assistance.
  • Works well independently and take the initiative in problem solving

Abilities, Computer Skills, Licenses, Work Environment & Physical Demands:

Qualifications:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

  • High school diploma or general education degree (GED); and one to two years related experience and/or training; or equivalent combination of education and experience. Have customer service experience with basic computer knowledge; Office 365; Excel; Typing 35 WPM minimum; analytical skills a must.

Language Ability:

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
    *Essential Function

Reasoning Ability:

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

  • To perform this job successfully, an individual should have knowledge of Office 365, Microsoft Word, Microsoft Excel, QuickBooks, live person chat capabilities, order processing systems and database software.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this job, the employee is regularly required to use hands; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to walk.

Transportation:

  • The employee is expected to report to office location during business hours as outlined for specified shift. Employee should have personal, dependable means of transportation to and from the office location.
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