Client Support Specialist

As a Client Support Specialist at Corcentric, you will join a fun, collaborative team within an ambitious, entrepreneurial global organization. You will provide phone and email support to clients, assisting with billing questions, service roll-out, and technical issues, with an emphasis on efficient, quality service delivery.

This position is a work-from-home opportunity. We are currently hiring out of the following locations:

• Des Moines, Iowa
• Cedar Rapids, Iowa
• Omaha, Nebraska

In order to be considered, you should be within a commutable distance to one of these key hiring markets, as there may be in-person training and team-building events from time to time.

Successful candidates have excellent customer service skills, an engaging phone presence, and are comfortable spending a significant amount of time on the phone with clients. We’re a dedicated, down-to-earth group in a growing organization offering plenty of opportunity. We look forward to adding you into the mix!

As a Client Support Specialist, you will:

• Handle inbound and outbound calls, performing correct troubleshooting and resolution on standard cases, while escalating complex cases as appropriate.
• Build rapport with customers, mitigating confusion and frustration through effective verbal and written communication, achieving high levels of customer satisfaction through effective troubleshooting, problem solving, and issue resolution.
• Manage client payments and update client data using relevant payments systems.
• Leverage the Customer Relationship Management (CRM) tool to log activity, outcomes, and notes.
• Submit product and development tickets to communicate customer issues that require investigation by technical teams.
• Participate in training programs to enhance product knowledge and communication skills
• Explore new ideas, concepts, and perspectives, and participate in process improvement and innovation efforts.

Requirements

You’ll need to have:

• Customer service experience, with a passion for quality service delivery
• Excellent verbal, written and interpersonal communication skills
• Strong listening and analytical problem-solving skills with the ability to exercise sound judgement.
• Demonstrated ability to work well in a team environment
• Beginner level of proficiency with MS Office applications
• Accountability and strong time management skills, delivering on commitments with minimal supervision
• Coachability, with a drive to continuously improve performance.

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)

It’s great if you also have:

• Business-to-business (B2B) customer support experience
• Experience providing support for a Payments or Financial Services product

Benefits

At Corcentric, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

Within our organization, you will have the opportunity to work with smart, collaborative team members and approachable leaders. Our down-to-earth, solutions-oriented culture means you'll have the opportunity to get hands-on with interesting work projects and be able to draw a short line from your contributions to business impacts. We prioritize professional development and encourage cross-functional promotional opportunities to enable you to reach your career goals. We have been in business for over 25 years and are thrilled to be actively growing and scaling our teams accordingly - it's an exciting environment and a great time to join.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members, including:

• Generous annual paid time off program that increases with tenure
• Nine paid holidays plus an annual personal holiday to recognize or celebrate an occasion that is important to you
• An annual paid day off to volunteer for causes that are near and dear to you
• Paid maternity, paternal/secondary caregiver, and adoptive parent leave
• Company-paid life and disability insurance
• 401k program with a company match
• Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution
• Dental plan – including orthodontia coverage
• Vision plan – including discount for LASIK surgery
• All medical, dental, and vision insurance plans are available from the first of the month following your start date – no extended waiting period to be eligible!
• A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services

Our roles require routine use of standard office equipment, such as computers, keyboards, printers, phones, and filing cabinets. You may need to type, reach, and lift office materials of a reasonable weight. Travel may also be required based on job responsibilities and business needs.

Corcentric does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.