Client Support Representative

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

A Client Support Representative primarily acts as the frontline of customer service, ensuring client satisfaction by addressing inquiries, resolving issues, and providing information regarding products and services. This role involves communicating with clients through various channels such as phone, email, and chat, and requires a strong understanding of the company's offerings. Additionally, a Client Support Representative is responsible for maintaining records of client interactions, escalating complex problems to higher-level support when necessary, and contributing to process improvements to enhance the overall client experience. Successful representatives possess excellent communication skills, empathy, and a problem-solving mindset.

- High school diploma or equivalent; associate or bachelor's degree preferred.
- Proven experience in a customer service or client support role.
- Strong problem-solving skills and ability to think critically.
- Excellent verbal and written communication skills.
- Proficient in using CRM software and other relevant computer applications.
- Ability to handle multiple tasks and manage time efficiently.
- Strong attention to detail and accuracy.
- Ability to work both independently and as part of a team.
- Strong interpersonal skills and ability to build relationships with clients.
- Patience and empathy in dealing with client concerns and issues.
- Ability to maintain composure and professionalism under stress.
- Willingness to continuously learn and adapt to new procedures and policies.
- Flexibility to work various shifts, including evenings, weekends, and holidays if required.

- Answer inbound calls and emails from clients in a timely and professional manner.
- Provide accurate information and assistance regarding products, services, and policies.
- Troubleshoot and resolve client issues efficiently by identifying the root cause and offering appropriate solutions.
- Log and document client interactions, inquiries, complaints, and resolutions in the CRM system.
- Escalate complex or unresolved issues to the appropriate department or supervisor as necessary.
- Follow up with clients to ensure their issues have been resolved to their satisfaction.
- Maintain up-to-date knowledge of company products and services to provide accurate and current information to clients.
- Assist clients with account setup, changes, and troubleshooting account-related issues.
- Process orders, refunds, and exchanges according to company policies and procedures.
- Educate clients on product features, benefits, and usage to enhance customer satisfaction and product usage.
- Conduct client satisfaction surveys and collect feedback to improve service quality.
- Collaborate with other team members and departments to resolve client issues and improve service processes.
- Meet or exceed performance metrics and targets related to response time, resolution time, and client satisfaction scores.
- Participate in training sessions and team meetings to stay updated on product changes, company policies, and best practices.
- Contribute to maintaining a positive and supportive work environment by providing excellent service and fostering good relationships with clients and colleagues.

The ideal candidate for the Client Support Representative role is a proactive and solution-oriented individual with proven experience in customer service or client support. They hold at least a high school diploma, with an associate or bachelor's degree preferred, demonstrating a solid educational foundation. With exceptional problem-solving abilities and critical thinking skills, they excel at quickly identifying and addressing client issues. Their superior verbal and written communication skills allow them to provide clear, accurate information and empathize with clients' concerns, maintaining a professional demeanor even under pressure. Proficiency in CRM software and other relevant computer applications ensures efficient documentation and handling of client interactions. The ideal candidate is detail-oriented, ensuring high accuracy in all tasks, and possesses excellent time management skills, allowing them to juggle multiple responsibilities effectively. They are adaptable, eager to learn, and flexible with work schedules, including shifts on evenings, weekends, and holidays. Strong interpersonal skills enable them to build and nurture client relationships, and they thrive both independently and as part of a collaborative team. A positive attitude, supportive nature, and a client-focused mindset are essential attributes that set the ideal candidate apart, ensuring they contribute positively to both the team and the overall client experience.

- Answer inbound calls and emails from clients in a timely and professional manner.
- Provide accurate information and assistance regarding products, services, and policies.
- Troubleshoot and resolve client issues efficiently by identifying the root cause and offering appropriate solutions.
- Log and document client interactions, inquiries, complaints, and resolutions in the CRM system.
- Escalate complex or unresolved issues to the appropriate department or supervisor as necessary.
- Follow up with clients to ensure their issues have been resolved to their satisfaction.
- Maintain up-to-date knowledge of company products and services to provide accurate and current information to clients.
- Assist clients with account setup, changes, and troubleshooting account-related issues.
- Process orders, refunds, and exchanges according to company policies and procedures.
- Educate clients on product features, benefits, and usage to enhance customer satisfaction and product usage.
- Conduct client satisfaction surveys and collect feedback to improve service quality.
- Collaborate with other team members and departments to resolve client issues and improve service processes.
- Meet or exceed performance metrics and targets related to response time, resolution time, and client satisfaction scores.
- Participate in training sessions and team meetings to stay updated on product changes, company policies, and best practices.
- Contribute to maintaining a positive and supportive work environment by providing excellent service and fostering good relationships with clients and colleagues.

- Strong problem-solving abilities
- Critical thinking skills
- Exceptional verbal and written communication
- Detail-oriented with high accuracy
- Excellent time management
- Proficient in CRM software
- Ability to manage multiple tasks simultaneously
- Strong interpersonal skills
- Patience and empathy with clients
- Professional demeanor under stress
- Independent and team-oriented work capability
- Adaptability to new procedures and policies
- Eagerness for continuous learning
- Flexibility with work schedules
- Positive attitude and supportive team player
- Client-focused mindset

- Competitive salary range: $40,000 - $55,000 per year
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holiday pay
- Opportunities for career advancement and professional development
- Employee assistance program (EAP)
- Flexible work hours and schedule options
- Remote work opportunities
- Access to company wellness programs and gym memberships
- Tuition reimbursement for continuing education
- Comprehensive training programs and ongoing learning opportunities
- Inclusive and diverse workplace culture
- Performance-based bonuses and incentives
- Employee discount on company products and services
- Recognition and reward programs