Client Connection Group is looking for a Client Support Specialist
About Client Connection Group
Founded in 2018, we are a marketing agency that serves the dental industry exclusively. Our primary service is paid ads to market our clients’ practices, coupled with a call center to schedule patient appointments for the practice.
We are a small team of 15, and work completely remote. Our goal for each of our teammates is that they would be in a position that they are not only good at, but they also find fulfilling.
Our core values are:
Ruthless Results
Sincere Candor
Collective Liability
Job Description:
We are seeking a Client Support Specialist to join our dynamic team and help us deliver exceptional customer service and support to our valued clients. As a Client Support Specialist, you will play a critical role in ensuring client satisfaction, resolving inquiries, and maintaining positive client relationships.
Key Responsibilities:
Serve as the primary point of contact for clients, addressing inquiries, providing information, and resolving issues promptly and effectively.
Develop a deep understanding of our services to provide accurate information and support to clients.
Troubleshoot and resolve client issues while maintaining a high level of client satisfaction.
Assist in client onboarding, account setup, and provide training to ensure a smooth transition.
Collaborate with cross-functional teams to address complex client issues.
Maintain accurate client interaction records and documentation in our CRM system.
Gather and relay client feedback to relevant teams for continuous improvement.
Update knowledge base and other SOPs related to the role.
Qualifications:
2-3 years experience as a client support specialist for digital marketing agencies
Excellent communication skills in English, both verbal and written.
Strong customer service skills, including empathy and problem-solving abilities.
Ability to adapt to varying client needs and technical levels.
Familiarity with support ticketing systems and CRM software.
Attention to detail and effective time management of lead generation and digital marketing is beneficial.
KPIs and Outcomes:
Monitor and achieve high customer satisfaction (CSAT) scores.
Ensure high Net Promoter ScoreEnsure quick first response times (FRT) and efficient resolution times (RT).
Maintain a high ticket closure rate and minimize ticket backlog.
Strive for a high first contact resolution rate (FCR).Contribute to lower churn rates and increased client retention.
Actively participate in knowledge sharing and training initiatives.
Please apply here: /v2/preview/YJJrHhF7a4Pk1MEA6h0d
APPLY FOR THIS JOB:
Company: J&R Marketing Direct INC
Name: Fraulein
Email: