Client Success Specialist


Web Broadway Support Services


Debt settlement company

Position Title: Client Success Specialist
Reports to: Client Success Support & Conference Manager

Description: The Client Success Specialist position is non-exempt and focused on providing exceptional email, phone, SMS and chat support for National Debt Relief’s clientele who are enrolled in our debt settlement program. The role consists of answering general inquiries from clients, addressing any problems or concerns they may have primarily by means of SMS, chat and email communication, and anticipating our client’s needs as they progress through our program to ensure successful completion. The CS Specialist will be expected to maintain a high level of accuracy when reviewing client accounts. A typical day consists of processing timely email, SMS and chat responses to satisfy our clients need and maintaining a positive rapport with our client base to ensure they receive the best possible client experience with National Debt Relief.


Principle Duties and Responsibilities:
• Provide efficient and professional email, SMS and chat responses to the client with minimal to no grammatical errors
• Review and process client’s documents. This also includes legal documentation for clients that are also experiencing litigation
• Review and upload documentation provided by the client to the appropriate location
• Utilize Salesforce customer relationship management software to facilitate the process of responding to customer emails, calls, SMS and chats to addressing customer concerns
• Resolve customer inquiries/complaints with limited escalation to team leaders
• Document client discussions clearly and concisely
• Review and obtain settlement approvals from clients
• If required, escalate and direct clients to managers, team leads, and other departments as needed
• Exemplify the NDR’s core values on every communication: Always put the client first, communicate with transparency, listen with compassion, show commitment in every interaction, accomplish more through collaboration, be accountable for every client’s success

Required Skills and Experience
• Previous experience on a customer service-based team, including a strong working knowledge of client service processes with a focus on providing a positive client experience
• Excellent interpersonal communication skills, both verbal and written
• Strong critical thinking and problem-solving abilities
• Strong organizational and multi-tasking skills with an acute attention to detail
• Ability to remain professional, empathetic, polite, flexible, confident, tactful, patient, and diplomatic when faced with complex problems
• Computer proficiency in Microsoft Office is a plus
• The employee is expected to be punctual and ready to report to work on a consistent basis
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

Physical Requirements
• The employee is regularly required to sit, talk or hear
• The employee is frequently required to stand, walk, use hands to finger, handle or feel, look at a computer screen for extended periods of time; and reach with hands and arms
• This is a fulltime position with 8-hour workdays and 40-hour work weeks plus overtime as needed
• Lifting no more than 10 pounds
• Must be able to work full-time, onsite in the designated NDR office location
• If an applicant has a disability or impairment that prevents you from meeting any of these requirements, the Company will engage in an interactive process and consider reasonable accommodations to enable applicants to fulfill the essential functions of the position

The duties listed are not exclusive and other duties may be assigned as needed or desired by the employer to meet business needs. The employer reserves the right to change, add to or eliminate positions as it deems appropriate. Your employment will be at-will, meaning you or National Debt Relief may terminate the employment relationship at any time, with or without cause or advance notice, for any reason.


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