| Client Support Supervisor
Nevada Corporate Headquarters, Inc. (NCH) has been working with entrepreneurs to set-up their business ventures since 1989. We focus on legal and service products like corporate structuring, trusts, business credit and tax services. www.nchinc.com.
NCH is currently seeking a Client Support Supervisor to support our sales and fulfillment teams. This position is designed to develop and implement the “3-Step Save Process” of CARE, LISTEN & SOLVE to provide a great client experience.
JOB RESPONSIBILITIES FOR CLIENT SUPPORT SUPERVISOR:
Communicate bi-weekly with all departments regarding reoccurring issues that need to be corrected or satisfied
Fill out refund forms and compile all refunds into an excel spreadsheet to be submitted to all executive team members and the accounting department. Follow up with accounting to ensure that all refunds have been recorded and processed
Handle all complex and escalated calls with disgruntled clients
Interact with customers courteously and professionally to resolve issues
Document all call information according to standard operating procedures
Identify and implement strategies to improve quality of service, productivity and profitability
Contact Red Alerts and document them accordingly
Respond to Quick Response emails regarding escalated FB Students, and follow through to completion. Including evening, and weekends when necessary
Handle bank calls regarding credit card charge backs
Contact clients regarding charge backs, and provide supporting documents for our Accounting team
Respond to Attorney General Complaints if necessary
Respond to BBB Complaints once the complaint is resolved
Respond to FB Mastery students on Facebook regarding questions or concerns. Including evenings, and weekends when necessary
Fill out In-House credit forms, document in the notes, alerts, and turn into our Accounting team
JOB SPECIFATIONS FOR CLIENT SUPPORT SUPERVISOR:
Self starter
Punctuality is extremely important in this role
Strong organizational, motivational, and interpersonal skills
Ability to work with little supervision
Strong verbal and written communication skills
Ability to work in a fast pace environment
Attend managers meetings and assist executive management
Manage any issues that arise i.e. phone, computer, etc.
Time management and prioritization
Continually improve on systems and processes to ensure a great client experience
Demonstrate excellent customer service skills and have an in-depth knowledge of customer service principles and practices
Strong planning, organizational, and time management skills.
Minimum requirement of high school diploma or equivalent.
Knowledge of MS Word, Excel and Power Point
Ability to work with or without supervision in a fast-paced environment
Professional demeanor and attitude with an outgoing personality
Ability to effectively handle multiple assignments on a daily basis
BENEFITS:
Annual base salary: $40,000-$42,000 a year
Year 1: 2 weeks’ vacation and 1-week PTO
Medical and Dental Insurance
401K plan
Company Cell Phone
Company Computer |
