Analyst II, RFP Response

Client Support Specialist
The Client Support Specialist is responsible for handling escalated questions, comments, and complaints regarding the company's products or services. Under limited supervision, this job provides guidance, assistance, coordination and follow-up on complex problems, while ensuring their resolution. The Client Support Specialist is responsible for providing a positive customer experience and enhancing relationships between customers and the company.

Key Responsibilities and Duties

• Answers inbound customer service calls and provides experienced-level issues analysis and resolution in response to higher complexity inquiries.
• Handling escalated and unresolved calls from less experienced representatives.
• Attends to escalated and unresolved calls from less experienced customer service specialists.
• Answers customer inquiries based on broad knowledge of operational procedures and tools obtained through extensive work experience.
• Acts as liaison for customers with organization for specific customer, production and distribution departments’ related to specific customer inquiries and escalates key service issues or opportunities to appropriate functions.
• Documents and solves customer issues and requests in accordance to established procedures, and if required, redirects queries to appropriate personnel.

Educational Requirements

• Vocational and/or Technical Education Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
4IC