REMOTE - Client Service Associate
Harbor Compliance
- Lancaster, PA
- Permanent
- Full-time
The Client Service Associate’s primary objective is to provide fast, friendly support to clients whose accounts do not have a dedicated support person. This requires the Client Service Associate to understand the client's inquiries and problems, troubleshoot, and deliver an optimal and effective solution. This role is a critical part of our business, as it is often the only time a client interacts with a human at our brand.The work of a Client Service Associate focuses both on short-term client support that indirectly impacts revenue and other long-term objectives and, in many cases, directly impacts revenue through client retention and expansion. The Client Service Associate is an advocate for our clients, connecting the right resources to solve problems and reporting out client sentiment and feedback that shapes how we design our products and software.Responsibilities:
- Provide excellent Client Service through deepening client relationships by delivering post-sale support to our clients using a robust knowledge base
- Build trust with each client interaction by responding quickly, completely, and professionally
- This exciting opportunity to work in a dynamic and growing company. Your work will make a far-reaching impact on our team, services, and processes.
- Respond promptly to client inquiries via phone or electronically
- Quickly and effectively understand client needs
- Utilize our proprietary knowledge base to ensure client success
- 1-3 years of work experience in a similar role in a business services environment utilizing Client Service Software
- Prior success in a customer service, sales, or other customer-facing role
- Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager, call center for finance, insurance, medical, or similar)
- Demonstrated success in consistently meeting deadlines
- Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone.
- Familiarity with Google Suite or Microsoft Office
- Ability to provide exceptionally attentive service in a fast-paced environment
- Effectively multitask, manage time, and prioritize
- Experience using and maintaining a knowledge base
- Ability to solve complex problems and learn new information on-the-fly
- 2+ years experience in client service, preferably in a business services environment utilizing Client Service Software
- Attention to detail
- College degree
- Prior experience in client service or another client-facing role for large B2B accounts ($100k+) and/or high-net-worth individuals