Job Summary:
The Client Support Specialist will be responsible for providing exceptional support to our clients, addressing their inquiries, resolving issues, and ensuring a positive customer experience. This role involves effective communication, problem-solving, and a commitment to maintaining client satisfaction.
Qualifications and Experience:
- Proven experience: At least 2 years in a client-facing support role, preferably in a technology or service-oriented industry.
- Excellent communication skills: Strong verbal and written communication with a focus on delivering top-notch customer service. Bilingual in English and Spanish strongly preferred.
- CRM proficiency: Experience using CRM software and other support tools to track and manage client interactions.
- Multitasking and time management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Problem-solving skills: Strong analytical skills and the ability to remain calm under pressure.
Education:
- Bachelor’s degree in Business Administration, Communication, or a related field (preferred).
Duties and Responsibilities:
- Client Interaction: Serve as the initial point of contact for client inquiries, providing timely and professional responses via phone, email, or chat.
- Issue Resolution: Diagnose and troubleshoot client-reported issues, escalating complex problems to senior support personnel when necessary, and ensuring timely resolution.
- Product Knowledge: Develop a deep understanding of our products/services to accurately address client queries and provide guidance on usage and features.
- Documentation: Maintain accurate records of client interactions, issues reported, and solutions provided in our CRM system.
- Client Education: Conduct training sessions or provide resources to clients to enhance their understanding of our products/services.
- Collaboration: Liaise with internal teams, including sales, technical support, and product development, to address client needs and ensure seamless support delivery.
- Feedback Collection: Gather feedback from clients, identifying recurring issues or improvement opportunities and escalating them to the appropriate teams.
- Additional duties as assigned.
Physical Demands and Work Environment:
- Frequently required to sit.
- Frequently required to stand.
- Frequently required to utilize hand and finger dexterity.
- Frequently required to talk or hear.
EEO Statement:
Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.
