Client Success Specialist - BSS

About the role

Broadway Support Services, an affiliate of a large US debt settlement company, offers a non-exempt Client Success Specialist position focused on email, phone, SMS and chat support for clients enrolled in its debt settlement program. The specialist answers general inquiries, addresses client problems mainly through SMS, chat and email, anticipates client needs as they progress through the program and keeps client account reviews accurate.

Key responsibilities

• Provide efficient, professional email, SMS and chat responses with minimal to no grammatical errors
• Review and process client documents, including legal documentation for clients facing litigation
• Upload client-provided documentation to the appropriate location
• Use Salesforce CRM to respond to customer emails, calls, SMS and chats
• Resolve customer inquiries and complaints with limited escalation to team leaders
• Document client discussions clearly and concisely
• Obtain settlement approvals from clients and escalate or direct clients to managers, team leads and other departments when needed
• Exemplify the company's core values of Integrity, Growth and Connection in every communication

Required profile

• Previous experience on a customer service team, with strong knowledge of client service processes
• Excellent verbal and written communication skills
• Critical thinking, problem-solving, organization and multi-tasking skills with attention to detail
• Professional, empathetic, patient and diplomatic approach to complex problems
• Punctuality and ability to adapt to a fast-paced environment

Required skills

• Salesforce customer relationship management software
• Microsoft Office (a plus)

What we offer

• Employee mentorship and leadership programs
• Law benefits and private insurance
• Referral program
• Transportation starting at 4:00 PM
• Growth opportunities and continuous development
• Privileged location in City Center