Client Experience Specialist
: Job Details :

The Client Experience Specialist reports to and takes direction from the Client Experience Supervisor.

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 clients 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.

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