Client Experience Specialist

The Client Experience Specialist reports to and takes direction from the Client Experience Supervisor. 

Responsibilities 

• Provides an unparalleled level of service and delivers an exceptional client experience to clients that leads to strong and profitable relationships. 

• Greets clients over the phone in a warm, friendly, and professional manner. 

• Delivers consistent communication and is tactful and diplomatic when interacting with clients.  

• Resolves all client issues or concerns on a timely basis and works with Client Experience Supervisor on action items to satisfy clients.  

• Analyzes root cause, understands the scope and impact of a problem, and is able to prioritize and escalate issues appropriately. 

• Responds within required timelines to client inquiries and provides direction on resolution of issues reported. 

• Creates Salesforce Cases, when applicable, and closes cases after issue has been resolved with the client.  

• Listens to, understands and provides solutions for our clients’ needs. 

• Communicates with various levels of management and departments effectively.  

• Educates clients on proper use of TAFS tools which can include: client portal, mobile app, Fuel Card provider in addition to standard funding procedures. 

• Conducts comprehensive and effective onboardings of company services.  

• Demonstrates proficiency in TAFS systems (Salesforce, Cadence, Client Portal, Reporting, CashPro and TAFS Mobile) in order to service clients. 

• Embraces training opportunities to stay up to date in the industry. 

• Presents a professional image when dealing with others inside and outside of the organization. 

• Logs all calls and/or communication with client in Salesforce under the client’s account and uses the correct inContact dispositions.   

• Assists clients with creation of Small Business Loan and ProDispatch opportunities.  

• Other duties and responsibilities as assigned. 

inContact Auto-Dialer Responsibilities 

• Follows inContact policy and remains logged in to auto-dialer system to receive inbound calls and be available for auto-queued outbound calls.   

• Updates agent status in dialer as directed by management.  

• Remains logged in to dialer and keeps unavailable time (including wrap-up time) to a minimum.     

• Dispositions calls appropriately to summarize the outcome of the call.