Client Services Specialist

Employer: TechSoup Global

The Client Services Specialist provides quality account administration and customer support to address issues relating to registration, qualification, eligibility, product ordering, order status, and order fulfillment. This position reports to a designated Supervisor or Manager within Client Services. It is critical that the person selected for this position have a positive and uncompromising commitment to schedule adherence, attendance, and punctuality.

Duties and Responsibilities

• Follow established procedures to verify the nonprofit status of applying organizations and the validity of their authorized contacts, and thereafter qualify approved organizations to receive product donations and/or approval for validation services.
• Ensure the accuracy and thoroughness of organization data in multiple database systems.
• Respond to customer inquiries through phone, e-mail, and fax, documenting all activities in a database.
• Assist customers with product research and navigation through TechSoup and partner websites.
• Provide limited technical support for products and services, including troubleshooting and download support, and redirecting to other internal or external resources where appropriate.
• Attend and actively participate in meetings to increase knowledge, efficiency, and effectiveness.
• Maintain individual performance against department standards, settings goals and seeking guidance or intervention from direct Supervisor to achieve desired results.
• Perform other duties as requested by Client Services Management or Supervisor.

Qualifications

• At least one year of experience in a high-volume customer service center responding to calls and emails highly desirable.
• Intermediate knowledge of Microsoft Office Application Suite and CRM or other database systems, familiarity with standard computer hardware, and Internet navigation proficiency.
• Strong technical skills and knowledge of technology products preferred.
• Excellent customer service orientation, with the ability to be polite and patient.
• Demonstrated ability to be punctual and adhere to attendance policies.
• Ability to communicate orally and in writing in a clear and straightforward manner.
• Ability to make decisions and solve problems while working under pressure.
• Ability to handle multiple projects and tasks, research, prioritize and organize work effectively.
• Ability to work independently and with others to resolve problems and handle requests.
• Once hired, the candidate will attend a 2 1/2 week paid intensive training remotely. Candidates must be able to attend and complete this training in order for employment to continue.

Education

• Associate degree or equivalent combination of education and experience preferred.

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