• Client Success Specialist

  • Posted: 08/30/2021

    We are seeking a dynamic, highly motivated team member for the position of Client Success Specialist.  The Client Success Specialist will be responsible for effectively managing, maintaining, and communicating several aspects of the Horace office.  Including greeting clients via phone, chat, or in-person; handling all deliveries of mail, products, being available to assist with scheduling as requested.  The Client Success Specialist assists with organization, communication, and internal support for active projects and assigned tasks.  
    Essential Job Functions:

    • Communicates with customers to determine their needs through email, chat, phone, and in-person
    • Accepts and posts payments to customer accounts
    • Creates service tickets by recording significant information that will be assigned or escalated to other staff members
    • Provide basic level 1 technical support
    • Manage open service tickets to ensure that our clients are receiving timely responses to their service requests
    • Perform quality assurance on closed tickets to ensure that appropriate workflow was followed in preparing the time entries related to working on the service tickets
    • Work closely with the purchasing and finance to assist with inventory controls, keeping track of product in the Horace office, through shipping/receiving and staging areas
    • Assist Finance with billing, and maintenance of company and contact records in Connectwise
    • Assist with communicating, completing, and managing tickets
    • Backup other staff as needed
    • Regular, reliable, consistent, and punctual attendance is required
    • Responsible for all other duties as assigned
    Knowledge, Skills, and Abilities:                                                             
    • Knowledge of company policies, procedures, products, and services.
    • Knowledge of Microsoft Office Suites
    • Knowledge of services for which support is being provided
    • Interpersonal skills: such as telephony skills, active listening, and customer care
    • Highly organized and detail-driven
    • CRM Application skills
    • Ability to work in a team environment and communicate effectively
    • Ability to create and adapt in a fast-paced environment.
    • Ability to organize and prioritize multiple work assignments.
    • Ability to make sound decisions using the information at hand.
    • Ability to document internal processes and procedures related to duties and responsibilities.
    Education, Experience, and Qualifications:   
    2+ years experience in an office environment with a preference for IT, communications or other office-related experiences.

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