Client Services Representative
Job Details
Entry
Corporate Headquarters - Alpharetta, GA
Full Time
High School Diploma or GED
Description

An Ingo Client Services Specialist is responsible for providing comprehensive customer service and support, via telephone and email, for both internal staff and external clients and customers.  This is accomplished by using excellent, in-depth knowledge of Company products and services, as well as by communicating effectively with team members within the Client Services department.

 

Specific Duties & Responsibilities

  • Maintain client/customer relations in a professional manner – prioritizing and responding to all requests in a timely manner with a warm, friendly attitude.
  • Assist clients/customers (internal and external alike) in every way and by doing everything possible to mitigate any conflicts that may arise.
  • Update client profile and configuration documentation as appropriate.
  • Provide product (functional and technical) support to clients/customers by answering incoming phone calls, emails, letters, etc.
  • Trouble-shoot and resolve issues for internal and external clients/customers.  Facilitate calls with necessary parties as required. Facilitate the process for reporting and tracking bugs.
  • Communicate with team, advising other CSRs of issues they may encounter and their resolutions or successful work-arounds.
  • Develop and maintain documents, schedules, processes, etc. as requested.
  • Assist with coordinating training classes for external clients as required (classroom, on-site, WebEx, etc.)
  • Provide timely feedback to management regarding service failures and client/customer disputes.
  • Report all office facility and serious employee issues to the Manager of Client Services.
  • Assist with any special or ad hoc projects assigned to the Client Services department.
  • Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to a Client Services help desk team.
Qualifications

Skills and Qualifications

  • Excellent interpersonal and communication skills (both oral & written)
  • Process and detail oriented with strong analytical and problem solving skills
  • Working knowledge of PC’s, including proficiency with MS Office applications (Outlook; Word; Excel; Powerpoint, Access)
  • Strong organization and time management skills, with ability to maintain composure under pressure
  • Team oriented, yet able to work with minimal supervision
  • Strong work ethic, consistently reliable and punctual

 

Education/Experience

  • High School diploma or equivalent required; College degree preferred
  • Minimum one (1) year customer service experience required
  • Previous help desk experience a plus
  • Previous training and product implementation experience a plus
  • Previous testing and quality assurance experience a plus
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