Client Services Associate (B2B Customer Service Specialist)

RapidRatings•Quincy, MA

12d•$50,000 - $50,000

About The Position

The Client Services Associate (B2B Customer Service Specialist) supports global clients and the program operations of the FHR (Financial Health Rating) Exchange®. The role manages support inquiries by telephone and email, resolves issues directly or coordinates internal resources, and serves as a product expert who triages issues and identifies efficient solutions. The Associate also partners with clients to facilitate private company ratings programs and provide related support. Working within the Client Delivery and Operations team, the Associate supports client programs through product support, program management, data management, and client configuration. This includes processing a high volume of client requests, offering best practices and strategic guidance, maintaining and reconciling client and counterparty contact data, and completing administrative onboarding and workflow configuration tasks.

Requirements

Strong written and verbal communication skills.
Detail-oriented and self-motivated.
Exceptional critical and strategic thinking skills.
Proficiency with Excel.
Bachelor’s degree or equivalent years of work experience.
Legal authorization to work permanently in the United States for any employer without requiring visa transfer or sponsorship now or in the future.
Prior experience in a client interaction role, ideally in a high-volume customer experience or operations environment.
Ability to interact professionally and effectively with clients and their suppliers.
Ability to prioritize, organize, and maintain quality across high-volume work.
Advanced proficiency with the Microsoft Office suite.
Prior experience using CRM software.
Strong written and oral communication skills and ability to communicate effectively with internal and external stakeholders at all levels.
Customer-oriented, tactful, courteous, and composed under pressure.
Excellent diligence, critical thinking, and analytical skills.

Nice To Haves

Enterprise B2B support experience.
Experience working with financial statements.
Hands-on experience with Intercom or a comparable customer experience platform such as Zendesk or Salesforce Service Cloud, including workflows, macros, saved replies, and reporting.

Responsibilities

Manage and complete incoming service inquiries from the client base by telephone and email.
Triage client issues, provide solutions, and coordinate or allocate work to internal resources to ensure timely responses and successful outcomes.
Support client private company ratings programs by explaining best practices and providing strategic guidance to stakeholders.
Maintain, update, and reconcile client and counterparty contact data across the technology stack.
Complete administrative tasks for onboarding new clients and establishing workflows for their risk management programs.