Temporary Westbrook, Maine
- Location: Westbrook, Maine
- Type: Temporary
- Job #20095
Client Support Services Specialist
Full Time (40 hours per week)
Work Schedule: Monday- Friday, 8 am- 5 pm
Experience: 2-4 years of experience in a client-facing role either in Customer Support, Customer Operations, Sales, Marketing, Operations, and/or Finance.
The Client Support Services team is responsible for supporting internal and external clients and delivering superior client experience. As a Client Support Services Specialist, you would perform a variety of customer service activities for clients including providing information, resolving issues, ensuring customer satisfaction, and creating and managing quotes for services. Individual team members respond to client inquiries and other communications.
As a member of our client’s Support & Inside Sales team, you are responsible for delivering a world-class client experience from first inquiry through onboarding and long-term client relationships. Client Support Services Specialists perform a variety of customer service activities for clients including providing information, investigating and resolving issues, ensuring customer satisfaction, and creating and managing quotes for services. Individual team members respond to internal and external client inquiries and other communications using their acquired knowledge, knowledge sources, as well as human subject matter experts to deliver high quality, thoughtful, and accurate guidance.
This fast-paced, front-line, client-facing position works with a team of colleagues who are responsible for supporting clients primarily in North America as well as support for global activities in Americas, Asia, and Oceania.
You’re a Great Fit if You Have:
- Experience with tools such as Salesforce, Service Cloud, Microsoft Suite of tools including Word, Excel, PowerBI, or CoPilot Oceania
- Strong communication skills (both written and verbal) with the ability to communicate complex issues to both technical and non-technical users in a professional, positive, and clear manner
- Ability to work independently and to effectively manage time, tasks, and workflow will be essential
About This Role:
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Engage as the first and sometimes sole point of contact for clients via emails received through Salesforce/Service Cloud as well as via telephone
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Client contact with Support is high volume and requires specialized knowledge to guide our clients in key activities around diagnostic and analytical testing services
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Responsible for providing timely, effective, ongoing communication with clients and sales professionals on all kinds of support activities
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Does not require scientific expertise, however, does entail achieving a high level of technical and support aptitude
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Collaborate and work cross-functionally as needed; ensure optimum communication with sales, marketing, scientific affairs, operations and other related business lines on regular basis to support sales initiatives, exchange information, and resolve issues
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Gather, analyze, consult, and provide recommendations on client data and behaviors and on proposed solutions
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Enter data into appropriate systems, documents, and spreadsheets; initiate, analyze and generate documents for pricing, proposals and recommendations
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Plan, facilitate, and provide technical support for multiple internal teams, including but not limited to management, sales, marketing, I.T., and quality assurance
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Responsible for meeting deadlines which include completing tasks on schedule, delivering documents, programs and pricing as needed, and providing client responses within a prescribed time window
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Track program/offering utilization and exceptions
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Analyze customer data related to support trends, identify and make recommendations for content, programs, process improvements, pricing, and performance metrics
Why Apply?
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Join an inclusive and mission-driven team
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Make a direct impact on global client success
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Gain exposure to international client relationships and scientific services
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Grow your career with a global leader in biomedical analytics
Apply Now
If you’re passionate about client service and want to grow your career in a high-impact role, we want to hear from you. Apply today to become a Client Services Representative and help deliver word-class service to clients around the globe!
ProSearch is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other protected status under local, state, or federal law.
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