The Client Experience Specialist will be responsible for developing and maintaining positive client relationships. They will manage LSA customer issue resolution as well as be tasked with handling inbound customer inquiries over email, chat, and phone. Responsibilities also include supporting the Client Experience Manager and Operational teams.
Responsibilities
Receive incoming customer support calls, emails, and web chats and use company and product knowledge to resolve customer issues.
Utilize CRM to manage and document all customer communication, issue resolution, lead qualification and account activity.
Resolve cases according to the case resolution guidelines and make recommendations and implement improvements when necessary.
Analyze data and prepare reports on customer information.
Assist with all aspects of client implementation including coordinating LSA Team, and client, and executing implementation plan.
Responsible for providing timely and professional responses to clients through all channels regarding all outstanding inquiries.
Act as a liaison with other departments as necessary while maintain knowledge of other departmental processes.
Performs other duties as assigned.
Requirements
At least 2 years of experience working in a customer-facing position.
Strong interpersonal skills, diplomacy, and discretion.
Multitask and work well under pressure in a time-constrained environment; Able to efficiently and effectively respond to client concerns and projects as they arise.
Experience with Microsoft Dynamics or other CRM preferable.
Proven success in creating and maintaining customer relationships.
Experience analyzing data and creating reports.
Experience training staff preferred.
LSA Provides a great benefits package to full-time employees. We offer Medical, Dental, Vision, 401k with partial match, and other employer covered benefits. Reach out to set up an interview and learn more!
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Stefan Suchanec at
800.305.9673Founded in 1991 by Laura K.T. Schriver, LSA offers a full range of premier language-based services. With over 240 employees and a network of more than 3,000 Independently Contracted global Linguists, LSA fulfills the multicultural communication needs of more than 2,000 clients worldwide, in over 230 languages, across virtually every industry segment. LSA is conveniently located in Horsham, minutes from the PA Turnpike, in a business center with ample free parking and beautiful landscaping. LSA offers a competitive benefits package with a generous 401k match for qualifying employees. For more information on LSA, please visit
www.lsa.inc
LSA is an Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. EEO IS THE LAW
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
LSA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the LSA’s legal duty to furnish information. 41 CFR 60-1.35(c)
