Summary
The Specialist, Client Services is responsible for handling the Care Centers inbound calls and making outbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution simultaneously. Tasked with providing stellar internal and external client service, the Specialist, Client Services will uphold Smart Starts credible reputation in the alcohol monitoring community.

Responsibilities

• Answer incoming calls and respond appropriately.
• Provide product and service information to callers and clients.
• Identify, research, and resolve clients complaints using applicable resources appropriately.
• Partner internally and externally with a positive and collaborative attitude and professional communication.
• Identify and escalate issues appropriately.
• Route calls to appropriate resources.
• Conduct follow up client calls when necessary.
• Upsell products, programs, and services to existing clients.
• Complete call logs and reports.
• Manage correspondence efficiently, responding to inquiries accurately, and tracking issues accordingly.
• Analyze, consolidate, validate, enter, and track data.
• Organize and maintain records and filing systems.
• Gather data from multiple technology systems.
• Handle documents utilizing various office equipment.
• Adhere to company policies, procedures, and expectations of confidentiality.
• Provide general Care Center support as needed.
• Perform other duties as assigned.

Minimum requirements:

• High school diploma or equivalent
• 6 months relevant experience
• Computer skills including Microsoft Office suite: Word, Excel, and Power Point
• Professional verbal, non-verbal, and written communication skills
• Strong attention to detail and sense of urgency for successful multitasking
• Courteous yet courageous interpersonal skills
• Adaptability and resourceful thinking for potentially challenging or high stress situations
• Self and audience awareness