Client Support Specialist

Ministry Brands Holdings • Tampa, FL

141d

About The Position

Our Background Screening division at Ministry Brands is looking for a Client Support Specialist to join our growing team! Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit, and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement - advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good. As a part of Ministry Brands, we are a fast-growing, globally recognized background screening company accredited by the Professional Background Screening Association (PBSA) with locations in Tulsa, Oklahoma, and Tampa, Florida. We currently have an opening for an Entry Level Client Support Specialist in our Client Services department. Our purpose is to be the trusted voice in background screening by providing a unique experience that conveys our visionary leadership, passion for service, and commitment to excellence.

Requirements

• Experience in customer service, support, or other customer-facing roles.
• High school diploma or an equivalent combination of education and experience.
• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook.
• Demonstrated ability to learn and understand ticketing software applications.
• Excellent verbal and written communication, organization, and follow up skills.
• Clearly describe technical detail in emails and calls.
• Discern appropriate resolution and escalation paths.
• Ability to work effectively and accurately within a fast-paced, deadline-driven environment.

Responsibilities

• Provide user support to improve the experience of customers and/or end-users of their assigned product.
• Provide timely responses to customer service inquiries via product ticket system, emails, LiveChat, and phone calls.
• Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution.
• Collaborate with team members to provide resolutions to customer inquiries.
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision-making purposes.
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
• Provide excellent customer service through a friendly yet empathetic tone, and proactive and timely responses to maintain high customer satisfaction scores.

Benefits

• Robust healthcare options - Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company.
• Flexible paid time off - There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
• Paid parental leave - Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
• Mental health support - Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
• Professional development reimbursement - Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED
• Number of Employees: 251-500 employees