Client Experience Specialist

Company: CU Solutions Group Incorporated
Location: Detroit
Posted on: April 10, 2021

Job Description:

POSITION SUMMARY The Client Experience Specialist will be responsible for becoming an expert in the automated applications offered through HR Performance Solutions in order to provide excellent client service, maintain strong professional relationships, courteously and promptly resolve client questions and problems or properly refer them to appropriate personnel. Our company is practicing remote work with limited in-person interaction due to COVID. This is a remote-based position that will need to be available to meet with peers and customers around the greater Detroit area when we return to more frequent in-person interaction. ESSENTIAL DUTIES & RESPONSIBILITIES

• Work in a strong team environment to provide unparalleled support to clients in a wide variety of industries.
• Answer incoming support phone calls, email and chat communications, demonstrating responsiveness and sense of urgency in all client interactions.
• Document cases and client interactions within the CRM application.
• Multi-task during calls to research technical issues, while communicating with the client and clearly and concisely documenting the issue.
• Research issues by collaborating with other team members when a solution is not readily available.
• Perform testing of potential defects within the application(s) and demo accounts, and document and communicate those to the product development team.
• Serve as a liaison between the client and the software development team to resolve issues.
• Contribute to the growth of application(s) knowledge base by assisting in the creation of product documentation addendums.
• Actively participate in application testing process to ensure new versions of software are ready to release.
• Develop an understanding of customer processes and standard operating procedures.
• Document cases and customer interactions using issue tracking system.
• Establish and maintain an effective and proactive working relations, communication, and coordination with MCUL & Affiliate personnel and with management.
• Other duties as assigned. SKILLS & ABILITIES:
  • Strong ability to work well in team environment and independently.
  • Strong problem solving and organizational skills.
  • Strong ability to adjust to change and work requirements.
  • Strong interpersonal and public relations skills.
  • Working knowledge of company products and services.
  • Basic understanding of product positioning and competitive conditions. EDUCATION AND/OR EXPERIENCE:
    • High school graduate required. College training in business, human resources, IT, or related fields preferred.
    • Minimum 2 year of customer service experience required.
    • Financial services, credit union, and/or human resources experience preferred. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. MCUL is an Equal Opportunity Employer. MCUL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Keywords: CU Solutions Group Incorporated, Detroit , Client Experience Specialist, Other , Detroit, Michigan