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Client Support Specialist

Location
Los Angeles, CA

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CLIENT SUPPORT SPECIALIST



This job is for our corporate office in Westlake Village, California, 91362, and is not a work from home job. Starting compensation is $17.00/hour.



Optimizing client performance is our mission. CallSource has developed a tech-enabled advisory system, but our people put us ahead in delivering client value.



CallSource tracks, monitors, and provides direct feedback to our clients on their customer acquisition cycle – including their marketing response and employee performance.



Joining our Client Support team launches your career at an innovative organization working across several industry verticals. You have the opportunity to make an immediate impact, grow your skill set, and move into advanced positions.



Basic Function



You will be responsible for supporting external CallSource clients with excellent customer service – but that’s just the start.



You will also assist internal teams with day-to-day account maintenance. This position requires a strong ability to maintain quality relationships with both internal and external customers. Extensive training on all CallSource products will be provided.



Summary



This role presents a unique ground-floor opportunity with potential to take on additional responsibilities such as Account Management, Business Advisory, Implementation, and Sales.



Your typical day involves approximately 10 - 20 calls with outside clients. The majority of the work comes from internal Account Managers and is done on the computer. You will work in a team environment and your critical thinking, technical ability and troubleshooting skills will be fully utilized.


  • Provide a high level of front-line customer service to CallSource clients with an emphasis on client satisfaction and retention.



  • Provide basic product training, trouble shooting and problem resolution to clients.



  • Provide professional, prompt and courteous client support by listening to clients and responding in a way that exceeds their expectations.



  • Work effectively with Account Management, Advisory and Sales staff in all departments.



  • Remain current on all CallSource products, product updates and new technologies using available resources throughout the company.



  • Complete projects and client requests timely.



  • Answer inbound calls and respond to emails from external and internal clients.



  • Coordinate efforts and collaborate with other departments to quickly and creatively resolve customer issues.



  • Some after-hours or weekend work may be required from time to time.



  • Maintain open communication with the Client Support Supervisor to ensure they know what projects and requests are being worked on.



  • Troubleshoot and diagnose internal and external issues related to computer systems, CallSource products, tickets and cases, and phone systems. Troubleshooting in other areas may be required.


The successful candidate must possess the following skills:

  • Excellent written and verbal communication skills
  • Customer service, tact and diplomacy
  • Computer literacy and keyboard skills
  • Customer relations
  • Organizational skills and attention to detail
  • Project and time management skills
  • Flexible and able to adjust priorities as situation demands


Technical Requirements

  • Windows
  • Typing
  • Knowledge of internet browsers: IE, Firefox, Chrome, etc.
  • Intermediate to advanced Microsoft Office Suite skills: Excel, Outlook, Word
  • Knowledge of Excel pivot tables and formulas a plus
  • Knowledge of Salesforce CRM system a plus



  • High school diploma or equivalent required, Bachelor’s degree preferred



  • Ability to work effectively in a team setting



  • Prior customer service experience in a role requiring extensive customer interaction



  • Demonstrated success in building relationships with internal and external clients


Physical Requirements:

  • Standing, sitting at desk, using computer and phone

Company info

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