Client Services Specialist
Rewards Network is a company that has been helping restaurants grow revenue and enhance customer engagement for over 41 years. The Client Services Specialist will manage inbound support requests from B2B customers, provide proactive outreach, and focus on client retention to ensure customer satisfaction and revenue maintenance.
Responsibilities
- Handle high-volume of inbound support requests from merchants, providing timely and effective resolutions; multi-channel customer support, primarily phone and email
- Use Salesforce.com to record activity, investigate issues, manage open cases, and coordinate with other teams to resolve customer issues
- Maintain high levels of client satisfaction through excellent service
- Reach out to clients experiencing service interruptions or where potential issues may arise, resolve issues to ensure client satisfaction
- Identify opportunities to proactively support non-managed accounts; forward potential upsell opportunities to sales and/or sales development teams
- Provide guidance to help non-managed accounts optimize their use for our services, including educating about our products and offerings, reinforcing our value proposition, and informing how to leverage performance reports and other resources or information
- Reinforce the value of our services with each customer interaction
- Perform deletion saves by addressing client concerns and offering solutions to retain their business
- Resolve service interruptions
Skills
- High school diploma or equivalency
- 1-3 years of experience in a call center or corporate customer service position
- Excellent written and verbal communication and interpersonal skills
- Working knowledge of Microsoft Office Tools and Salesforce Lightning
- Service-oriented approach and a proven ability to exceed customer expectations
- Banking or credit card processing industry background is preferred but not required
- Degree in business or related field a plus
- Bi-lingual in Spanish is a plus
Benefits
- Comprehensive benefits package, which includes:
- Competitive Paid Time Off and company holidays
- Generous dining reimbursement when you dine with our restaurant clients
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
- Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations.
Company Overview