The Client Experience Specialist reports to and takes direction from the Client Experience Supervisor. Applicants for this role must be fluent in English and Spanish.
Responsibilities
Provides an unparalleled level of service and delivers an exceptional client experience to clients that leads to strong and profitable relationships.
Greets clients over the phone in a warm, friendly, and professional manner.
Delivers consistent communication and is tactful and diplomatic when interacting with clients.
Resolves all client issues or concerns on a timely basis and works with Client Experience Supervisor on action items to satisfy clients.
Analyzes root cause, understands the scope and impact of a problem, and is able to prioritize and escalate issues appropriately.
Responds within required timelines to client inquiries and provides direction on resolution of issues reported.
Creates Salesforce Cases, when applicable, and closes cases after issue has been resolved with the client.
Listens to, understands and provides solutions for our clients’ needs.
Communicates with various levels of management and departments effectively.
Educates clients on proper use of TAFS tools which can include: client portal, mobile app, Fuel Card provider in addition to standard funding procedures.
Conducts comprehensive and effective onboardings of company services.
Demonstrates proficiency in TAFS systems (Salesforce, Cadence, Client Portal, Reporting, CashPro and TAFS Mobile) in order to service clients.
Embraces training opportunities to stay up to date in the industry.
Presents a professional image when dealing with others inside and outside of the organization.
Logs all calls and/or communication with client in Salesforce under the client’s account and uses the correct inContact dispositions.
Assists clients with creation of Small Business Loan and ProDispatch opportunities.
Other duties and responsibilities as assigned.
inContact Auto-Dialer Responsibilities
Follows inContact policy and remains logged in to auto-dialer system to receive inbound calls and be available for auto-queued outbound calls.
Updates agent status in dialer as directed by management.
Remains logged in to dialer and keeps unavailable time (including wrap-up time) to a minimum.
Dispositions calls appropriately to summarize the outcome of the call.