Client Services Representative

The Client Services team is all about focusing on the user. You work on our flagship products to actively support users nationwide through online resources and our call center. You are an On-Site guru. You have detailed knowledge of our evolving product suite to ensure that customers receive prompt assistance and user feedback flows to the product team and fuels innovation.

As a client services representative, you are the product expert who solves our customers’ most challenging issues. Working directly with customers and cross-functionally with product, document design, account management, sales, and corporate development, you will solve difficult problems, feed valuable insights to cross functional partners, and continually delight our customers. You love great customer support and are driven to make people rave about their great experiences talking to On-Site. You have excellent interpersonal skills and are analytically minded, self-starting, detail oriented and skilled at solving problems and explaining complex issues.

What’s in it for you

  • 401k and full health and dental benefits

What you’ll be doing

  • Solve technical issues for customers and fellow service center agents by troubleshooting and investigating problems, prioritizing and escalating issue reports, managing and optimizing issue workflow and proactively identifying support needs
  • Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools
  • Be versed on our online help, community forums and high touch support channels and tools
  • Analyze and monitor key user and operational metrics to help drive improvements to our product and support offerings
  • Collaborate with engineering, product, document design, account management, sales, corporate development and other cross-functional peers on specific user-impacting issues and bugs

What we’re looking for

  • BA/BS degree or equivalent practical experience
  • Experience working effectively cross-functionally with proven track record of driving results
  • Experience working with technology-related products, support operations, and/or consulting
  • Experience supporting a business-to-business web based service
  • Excellent soft skills. Proven ability to turn frustrated customers into happy customers. Work with our customers in a positive, productive way that encourages collaboration
  • Self-starter with ability to work on multiple initiatives at the same time; excellent project management skills
  • Forensic skills and attention to detail with the ability to effectively multitask and work independently
  • Excellent written and verbal communication skills
  • Fluency in Spanish is a huge plus
  • High degree of expertise using Microsoft Office products
  • Proficiency with SalesForce.com
  • An ambitious personality with insatiable curiosity

 

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