Customer Support Associate

Harbor Compliance

10d

About The Position

The Customer Support Associate’s primary objective is to provide fast, friendly support to clients whose accounts do not have a dedicated support person. This requires the Customer Support Associate to understand the client's inquiries and problems, troubleshoot, and deliver an optimal and effective solution. This role is a critical part of our business, as it is often the only time a client interacts with a human at our brand. The work of a Customer Support Associate focuses both on short-term client support that indirectly impacts revenue and other long-term objectives and, in many cases, directly impacts revenue through client retention and expansion. The Customer Support Associate is an advocate for our clients, connecting the right resources to solve problems and reporting out client sentiment and feedback that shapes how we design our products and software.

Requirements

1-3 years of work experience in a similar role in a business services environment utilizing Customer Support Software
Prior success in a customer service, sales, or other customer-facing role
Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager, call center for finance, insurance, medical, or similar)
Demonstrated success in consistently meeting deadlines
Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone.
Familiarity with Google Suite or Microsoft Office
Ability to provide exceptionally attentive service in a fast-paced environment
Effectively multitask, manage time, and prioritize
Experience using and maintaining a knowledge base
Ability to solve complex problems and learn new information on-the-fly
2+ years experience in client service, preferably in a business services environment utilizing Client Service Software
Attention to detail

Nice To Haves

College degree
Prior experience in customer support or another client-facing role for large B2B accounts ($100k+) and/or high-net-worth individuals

Responsibilities

Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
Provide consistently accurate and complete information.
Speak warmly and empathetically to clients while maintaining realistic expectations.
Navigate client conflict by addressing it head-on in a professional, pleasant manner.
Convey a desire to collaborate and find a mutual solution.
Articulate solutions confidently, politely, and empathetically.
Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
“Tees up” conversations for Account Management about complex offerings.
Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.