Client Experience Specialist

As a member of our Customer Experience Team, you'll provide onboarding and front-line support to all Qgiv clients, with an emphasis on quality, efficiency, and building relationships.

Essential duties and responsibilities include:

  • Obtaining client information from Sales to manage the onboarding process, while maintaining awareness that you are the first experience the client is having with our department.
  • Interfacing with other departments to manage the client experience.
  • Scheduling and executing client trainings as needed to promote a deeper understanding of our product for use with each client's unique set of needs/wants.
  • Becoming a product expert by staying up-to-date with system changes and being motivated to learn all aspects of our products and their features.
  • Handling day-to-day needs and wants from clients in an efficient and accurate manner. While timeliness is definitely valued, we emphasize quality over quantity!
  • Communicating any issues to the CX team in a timely manner so we can quickly and efficiently improve the overall customer experience.
  • Actively participating in Quality Assurance teams as assigned.

You'll need:

  • Strong multitasking and organizational skills, with the ability to assess and prioritize your workload on a daily basis.
  • The ability to identify and resolve problems in a timely manner.
  • Empathy – we're here to make our clients' jobs easier and more pleasant in whatever ways we can. Empathy is a good start!
  • Clear, concise, and easily understandable oral and written communication to clients and coworkers.

Competencies:

  • Customer Service.
    Manage difficult and/or emotional client situations, respond promptly to customer needs, solicit customer feedback to improve service, respond to requests for service and assistance, provide prompt follow-up and follow through.
  • Adaptability.
    Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality.
    Consistently at work and on time, maintain coverage hours as displayed on our website, follow schedule on department calendar.
  • Planning/Organizing.
    Use time efficiently.
  • Professionalism.
    Treat others with respect and consideration, regardless of their status or position.
  • Quality.
    Demonstrate accuracy and thoroughness, always look for ways to improve and promote quality.
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