What are the responsibilities and job description for the CLIENT SERVICES SPECIALIST position at Wesley Group?
About the Role
At Wesley Financial Group, our clients are at the center of everything we do — and as a Client Service Specialist, you'll be one of the first voices they hear. In this role, you'll provide real-time support through live phone interactions, serving as a primary point of contact for our existing clients. This position isn't just a support role — it's central to how our company operates and directly shapes the experience our clients have with us every single day.
We're looking for someone who brings positive energy, stays cool under pressure, and knows how to juggle shifting priorities without missing a beat. If you thrive in a fast-paced environment and genuinely enjoy helping people, this could be the perfect fit.
Here's the best part: If you have the heart for service and the drive to grow, we provide excellent training to set you up for success!
Responsibilities
(Including, but not limited to)
- Be the first point of connection — answer incoming client calls and route them to the correct employees and departments with care and efficiency.
- Keep schedules running smoothly by setting call appointments for employees and rescheduling Calendly appointments as needed.
- Partner with AnswerConnect to field calls to the right department and assign leads to the sales team.
- Document every interaction by logging detailed, descriptive call notes in Salesforce so everyone involved has the information they need.
- Stay on top of outbound communication — return voicemails promptly and follow up with clients proactively.
- Monitor multiple channels including the Client Services email and public Slack channel, responding to and forwarding messages in a timely manner.
Expectations
- Handle every call with consistent professionalism, warmth, and efficiency.
- Treat clients and colleagues with respect at all times.
- Show a genuine commitment to your own continuous personal and professional growth.
- Take great pride in delivering a positive overall client experience — every interaction matters.
Key Skills & Requirements
- Prior customer service experience is a must!
- Excellent time management and the ability to multitask without sacrificing quality
- Strong written and verbal communication skills
- Outstanding interpersonal skills — you know how to connect with people
- Ability to work independently and collaboratively within a team
- Flexibility and adaptability when priorities shift
- Sharp prioritization instincts with the judgment to delegate when appropriate
- Keen attention to detail with a results-driven mindset
- Ability to work hard, stay efficient, and maintain composure during busy periods
- Confidence in your role and the ability to uphold trust within the team
- A professional, positive attitude that shines through every client interaction
- Proficiency with Excel, Google Sheets, and Google Workspace
Schedule & Location
In-Office — Franklin, TN Monday through Thursday: 9:00 AM – 5:00 PM | Friday: 9:00 AM – 3:00 PM