Client Care Triage Specialist at Rochester

Job Description

Are you looking to work for one of Rochester's fastest gowing companies?  Looking for a stable, fun environment?  Enjoy customer service and technical support?  THIS IS THE JOB FOR YOU!!

INTRODUCTION:

The position of Client Care Triage Specialist will be a client facing role.  This person must have the ability to engage clients in a positive and professional way through the client support process. They must be willing to work in a team environment and have strong communication skills with clients and fellow employees.  The duties of this job will include actively listening to client questions or concerns, documenting those concerns into a support ticket, and clearly setting expectations with clients as to the process and timeline to get their support ticket resolved.

These tasks will vary in description and complexity and the Client Care Triage Specialist will be cross-trained to be effective in all areas.  The duties of this job will include working with clients that are new and existing to work through issues that they are experiencing with their site. The daily duties also include proactively reaching out to clients by calling and/or emailing to provide status updates to any issues that they are experiencing.

 

HIGH LEVEL OVERVIEW OF RESPONSIBILITIES INCLUDES:

• Provide Front-Line Call Answering


• Listening and Clarifying Client Concerns and Questions


• Clearly Documenting Client Concerns and Questions


• Creating Support Tickets on behalf of Client

 Other Related Responsibilities

• Provide a world class experience with every interaction exceeding client expectations by finding solutions to client questions and requests.


• Make sure clients have a point of contact to manage support requests and respond to requests in timely manner.


• Identify any gaps in the support process and work with the Client Care Lead to address and resolve the gaps.


• To participate in team meetings in an effort to understand team priorities, offer solutions, and suggestions for process improvement.


• To make recommendations for product and process development based on customer feedback.

 

Important Core Values

• Willingness to work as a team to identify client needs.


• Willingness to move within the organization when needed to assist other areas.


• Willingness to work collectively in the developing documentation.


• Willingness to provide recommendations to improve process and client experience.


• Willingness to work as a team communicating throughout the day.


• Willingness to respond to client requests by email and phone.


• Willingness to monitor progress regarding site development for all sites.

 

QUALIFICATIONS AND EXPERIENCE INCLUDES:

• High School Diploma is required and experience in the foodservice is preferred.


• Experience with Excel, Outlook and Microsoft Word.


• Strong problem solving skills and the ability to work independently as well as within a team.


• Excellent communication skills, both verbal and written.

Job Requirements

Are you looking to work for one of Rochesters fastest gowing companies? Looking for a stable, fun environment? Enjoy customer service and technical support? THIS IS THE JOB FOR YOU!!

INTRODUCTION:
The position of Client Care Triage Specialist will be a client facing role. This person must have the ability to engage clients in a positive and professional way through the client support process. They must be willing to work in a team environment and have strong communication skills with clients and fellow employees. The duties of this job will include actively listening to client questions or concerns, documenting those concerns into a support ticket, and clearly setting expectations with clients as to the process and timeline to get their support ticket resolved.

These tasks will vary in description and complexity and the Client Care Triage Specialist will be cross-trained to be effective in all areas. The duties of this job will include working with clients that are new and existing to work through issues that they are experiencing with their site. The daily duties also include proactively reaching out to clients by calling and/or emailing to provide status updates to any issues that they are experiencing.

HIGH LEVEL OVERVIEW OF RESPONSIBILITIES INCLUDES:

Provide Front-Line Call Answering
Listening and Clarifying Client Concerns and Questions
Clearly Documenting Client Concerns and Questions
Creating Support Tickets on behalf of Client

Other Related Responsibilities

Provide a world class experience with every interaction exceeding client expectations by finding solutions to client questions and requests.
Make sure clients have a point of contact to manage support requests and respond to requests in timely manner.
Identify any gaps in the support process and work with the Client Care Lead to address and resolve the gaps.
To participate in team meetings in an effort to understand team priorities, offer solutions, and suggestions for process improvement.
To make recommendations for product and process development based on customer feedback.

Important Core Values

Willingness to work as a team to identify client needs.
Willingness to move within the organization when needed to assist other areas.
Willingness to work collectively in the developing documentation.
Willingness to provide recommendations to improve process and client experience.
Willingness to work as a team communicating throughout the day.
Willingness to respond to client requests by email and phone.
Willingness to monitor progress regarding site development for all sites.

QUALIFICATIONS AND EXPERIENCE INCLUDES:

High School Diploma is required and experience in the food service is preferred.
Experience with Excel, Outlook and Microsoft Word.
Strong problem solving skills and the ability to work independently as well as within a team.
Excellent communication skills, both verbal and written.
Country: USA, State: New York, City: Rochester, Company: CORE Consulting & Staffing.