Client Service Representative

CSC • Wilmington, NC

11d • Hybrid

About The Position

The Client Service Representative supports global enterprise clients in a business-to-business technology and internet/web services environment. As a primary contact for clients who need help with CSC internet products and services, the representative responds to inquiries, troubleshoots issues, and provides clear guidance. The role helps clients manage and secure domain portfolios and digital assets, and works with internal teams to deliver effective client support.

The representative builds client relationships by understanding individual client needs, developing in-depth knowledge of CSC services, and communicating industry changes and new product offerings. The position requires balancing client and internal requests in a fast-paced environment and working toward service metrics, including Net Promoter Score results.

The role is based in Wilmington, Delaware, with a hybrid work model and a Monday-to-Friday schedule from 8 a.m. to 5 p.m. EST. CSC provides comprehensive initial and on-the-job training, an onboarding mentor, a collaborative team environment, professional development support, and access to recurring training.

Requirements

• Experience working in a customer-centric environment, industry, or role.
• Effective written and verbal communication skills.
• Ability to think critically and take a solution-oriented approach.
• Strong Microsoft Office skills, including Excel, Word, and Outlook.
• Ability to learn, adapt to, and discuss new technology.
• Tenacity and agility to balance varying priorities and inquiries from internal and external customers.
• Ability to work independently and as part of a team.
• Proven organizational skills and ability to prioritize work under pressure in a fast-paced environment.
• Previous experience producing quality results with high attention to detail.
• Ability to communicate directly, openly, and honestly with clients and co-workers.

Nice To Haves

• Bilingual skills.
• Experience in retail, hospitality and tourism, patient services, or restaurant industries.

Responsibilities

• Respond promptly and accurately to client inquiries through chat, telephone, and email.
• Help clients manage portfolios of domain names and digital assets to protect and secure their global internet brands.
• Build and maintain client relationships by understanding each client’s needs.
• Troubleshoot and resolve order requests and inquiries involving domain names, DNS, digital certificates, digital brand management, billing, and technical problems.
• Escalate unresolved or complex issues to appropriate teams and ensure timely follow-up and resolution.
• Develop and maintain in-depth knowledge of CSC services and communicate industry changes and new product offerings.
• Assist other DBS teams with client brand launches, projects, problem-solving, and troubleshooting.
• Understand and strive to meet or exceed client service performance metrics, including Net Promoter Score results.

Benefits

• Competitive benefits and incentives.
• Hybrid work schedule.
• Professional, engaging, and comprehensive training, including on-the-job training.
• On-team mentor providing day-to-day onboarding support.
• Collaborative team environment.
• Supportive leaders committed to professional development and growth.
• Complimentary access to Open Sesame and monthly job-related recurrent training.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed