Job Description

Overview

We are seeking a dedicated and enthusiastic Client Relations Senior Associate to join our team. In this role, you will be the first point of contact for our clients, providing exceptional service and support. You will handle inquiries, resolve issues, and ensure a positive experience for our customers. Ideal candidates will possess strong communication skills, a customer-focused attitude, and the ability to work in a fast-paced environment. Being a Client Relations Senior Associate goes beyond having technical knowledge or understanding the product or service that we offer. It’s a role that requires a unique set of both soft and hard skills. These are the abilities that enable you to anticipate customer’s needs, create meaning connections with them, solve their problems effectively and ultimately ensure customer satisfaction.

Responsibilities

• Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.
• Harness a comprehensive understanding of our website, processes, products & service offerings.
• Actively monitor customer accounts and take appropriate action when necessary.
• Develop & maintain positive customer relations by delivering superior customer service.
• Use existing computer applications for customer service, MS Outlook 365, Zoom phones, Zoom meetings, and Atlassian Jira to assist, document, report and manage customer requests.
• Track customer feedback and report it to the Executive Director to enhance the customer experience.
• Strong empathy and active listening skills to and interpret customer needs.
• Advise customers of products and services that may benefit them.
• Stay abreast of all changes, developments and enhancements for all systems, products/services and upgrades.
• Receiving and processing orders, generating shipping labels, and preparing packages for shipment.
• Creating and maintaining accurate shipping documents including invoices, packing slips and customs paperwork.
• Ensure accurate inventory levels and product availability for shipping.
• Stocking of inventory and assembly of paper-based products for shipment.
• Familiar with USPS and UPS shipment applications.
• Respond to customer inquiries about shipments, products, and services in a timely and accurate manner.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated ability to handle inbound and outbound calls effectively and efficiently at a senior level.
• Proven experience in providing exceptional customer service in a call center environment.
• Proficiency in data entry tasks with high attention to detail and accuracy.
• Requires advance problem-solving skills.
• Actively listens to our customers and team to understand needs and asks questions when clarification is needed.
• Friendly, courteous attitude in all interactions (phone, email, text, in-person)
• Proficient in computer and keyboard skills as well as a ability to learn and effectively use basic computer software.
• Competency in Microsoft Office and internet browsers.
• Ability to identify issues and generate and implement effective and timely solutions.
• Ability to multi-task while maintaining high-quality standards.
• Ability to work with difficult customers and stressful situations while maintain a positive attitude.
• Ability to quickly and accurately type notes/enter data while communicating with customers on the phone.
• Proactive attitude toward problem-solving.

EDUCATION AND EXPERIENCE

• Background in and/or knowledge of the Catholic Church with a demonstrated commitment to the mission of the Church.
• High school diploma or equivalent required: undergraduate studies or degree preferred
• Minimum of 3 years experience as a client relations associate/customer service representative/ call center support or in a similar role.
• Proficiency in English both written and verbal.
• Bilingual Spanish or multilingual skills are a plus.

Join us in delivering outstanding service to our customers in a supportive team atmosphere!

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