Client Support Associate

Job Title:	Client Support Associate
Reports To:	Director, Customer Experience
Department:	Customer Experience
Direct Reports:	N/A

 

SUMMARY

The Client Support Associate works closely with customers to answer questions and resolve issues that arise in a prompt and professional manner. Providing support to all departments within Thnks, the Support Associate is critical to the success of Thnks.

 

DUTIES AND RESPONSIBILITIES

• Interact with customers via email and live chat
• Occasionally hop on customer calls via phone or video chat
• Maintain response time of less than 3 minutes
• Maximize response efficiency and accuracy using pre-written replies
• Solve complex issues within the customer experience
• Report platform issues to the Product team
• Coordinate with the Marketplace team regarding Thnks availability and supply issues
• Resolve client issues from all departments internally and externally
• Educate customers on the value and versatility of Thnks
• Champion compassion and excitement towards our clientele 
• Communicate with vendors to rectify shipping and supply issues

 

NECESSARY SKILLS AND QUALIFICATIONS

• 2 - 3 years experience in a customer facing role
• Ability to type above 50 words per minute
• Strong relationship building skills, with both internal and external stakeholders
• Self-motivated team player with a collaborative and consultative style
• Ability to communicate clearly and tactfully when dealing with customer questions and challenges
• Ability to prioritize, multi-task, and perform effectively in a fast-paced, dynamic environment

 

SUCCESS IS…

• Maintaining an under 3 minute response time
• Achieving a 90% or above customer satisfaction score