Analyst, Client Services

ECRI•Whitemarsh Township, PA

2d•$43,989 - $52,786•Remote

About The Position

The Analyst, Client Services communicates effectively with external and internal clients about access to and use of ECRI’s system-based products and services. This role helps clients to maximize system use by resolving access issues promptly and plays a key role in shaping the overall client experience and perception of ECRI. In addition, the CSS tracks and coordinates access to ECRI client events, trainings/educational offers and workshops.

Requirements

High school diploma or equivalent is required.
Proficient with Microsoft Office Suite.

Nice To Haves

Experience in a customer service role is preferred.
Practical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is preferred.
Superb written and verbal communication skills.
Impeccable attention to detail and strong organization skills.
Exceptional communication skills and professional demeanor.
Sound judgment and excellent problem-solving skills.
A positive attitude and the ability to build relationships with clients.
The ability to speak a second language may be advantageous.
Bachelor’s degree in business, communications, or a related field may be advantageous.
Practical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is preferred.

Responsibilities

Deliver prompt responses to client inquiries through telephone, e-mail, and chat.
Monitor and respond to inquiries in the Client Services e-mail inbox and general phone extension.
Manage large volume of client inquiries in friendly and courtesy manner.
Assist with customer orders through online shopping platform.
Research, prioritize, track, and resolve customer issues in timely and accurate manner.
Escalate serious complaints or issues, as appropriate.
Coordinate with colleagues to find the best solutions to customers’ issues.
Identify common problems and escalate them to management, including suggestions for process improvement when appropriate.
Maintain documentation of customer inquiries and responses for future reference.
Maintain a polite, helpful, and professional manner, as well as uphold all of ECRI’s interaction standards.
Obtain and share client feedback with colleagues and other departments so that products and services can be improved.
Maintain broad knowledge of all company products, services, and promotions.
Fields requests for demos or product questions; triages requests to appropriate staff for timely follow-up.
Respects client confidentiality at all times.