Customer Support Representative

**Customer Support Representative**
Relationship Center Mesa, Arizona Minimum Experience **Mid-level** Compensation **$16-$17.50** The Customer Support Representative (CSRs) is an imperative part of the customers success, and experience at Client Focus. This position is intended to specialize in managing the day to day tasks and needs of customers to 1.) have things done correctly and in a timely manner and 2.) alleviate the workload of Account Managers in order to better produce for customers.
CSRs are a key function of our value Outcomes and Growth. This position will grow and change based on evolving realities.
Disclaimer: The Customer Support Representative role is not a leadership or management position. This is strictly an influencer role. The CSR will be working at the same level as all Account Managers. CSRs will have no direct reports and will also not have any performance related conversations with AMs.
Successful Outcomes:
* Agents are responded to in a timely manner.
* Account Managers feel supported and assisted.
* Customers are staying on service and are being educated about our tools and systems.
* Account Managers can sustain a higher workload.
* Overall production is higher.
Job Duties:
* Answer Agent questions via e-mail or phone.
* Manage all welcome calls to new customers.
* Update terms as needed.
* Manage reschedules, and cancellations at the agents request.
* Handle any concerns the customer has about the service.
* Handle cancellations as needed or send them to the proper department.
* Contact agents for list reminders as needed.
* Train Agent Team Members on the Agent Center if needed.
* Block off calendar times at the agents request.
* Remove clients at the agents request.
* Add appointments at the agents request.
* Help support and provide experience to newer Account Managers.
Location Mesa, Arizona Minimum Experience Mid-level Compensation $16-$17.50