Job Purpose/Summary

The Client Success Specialist plays a vital role in ensuring a superior customer experience by serving as the frontline contact for client support. This position is responsible for answering incoming inquiries, placing service calls, and processing supply orders accurately and efficiently. Through strong communication and attention to detail, the Specialist ensures client satisfaction and supports the smooth coordination between internal departments and external clients.

Essential Functions and Responsibilities

• Respond promptly and professionally to incoming client calls from the phone queue in a courteous and helpful manner.

• Accurately enter service requests and supply orders into the system, ensuring all required information is recorded thoroughly.

• Monitor and respond to emails directed to the Client Success Team in a timely fashion, ensuring all client communications are documented.

• Act as a liaison between service managers, technicians, and customer service representatives to ensure effective communication and issue resolution.

• Maintain a working knowledge of products and services to provide accurate information and support to clients.

• Strive to resolve client concerns on the first interaction, escalating when necessary while maintaining a high level of professionalism.

• Maintain accurate records of all client interactions and transactions in the company’s CRM or service systems.

Performance Factors

• Attendance & Dependability: Consistently reports to work on time, observes scheduled breaks, and reliably completes tasks in a timely, thorough, and accurate manner.

• Communication & Contact: Demonstrates professional and effective communication skills, both verbal and written, when interacting with clients and internal team members.

• Customer Focus: Provides exceptional customer service by understanding client needs, demonstrating empathy, and ensuring prompt and effective solutions.

• Attention to Detail: Enters and processes orders and service requests with a high degree of accuracy and completeness.

• Team Collaboration: Works effectively in a collaborative, fast-paced environment while supporting colleagues and contributing to team success.

Qualifications

• High school diploma or GED required.

• Previous experience in customer service or a related support role preferred.

• Strong interpersonal and communication skills, with the ability to remain calm and composed in high-pressure situations.

• Proficiency in data entry and navigating service software systems; accuracy is essential.

• Ability to multitask and adapt to shifting priorities in a team environment.

• Knowledge of customer service principles, practices, and professional etiquette.

Physical Demands

• Ability to communicate clearly by phone and email.

• Prolonged periods sitting at a computer workstation.

• Occasional light physical activity required, such as lifting files or accessing file cabinets.

• This position is largely sedentary but may require occasional bending or standing.

Position Type & Work Schedule

• Full-time position.

• Standard hours are Monday through Friday, 8:00 AM to 5:00 PM.

• Flexibility may be required depending on workflow demands.

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Duties and responsibilities may change with or without notice to meet the evolving needs of the company.

Edwards Business Systems is an Equal Opportunity Employer (M/F/D/V).
We are committed to creating an inclusive environment and do not discriminate based on race, color, religion, national origin, gender, age, disability, veteran status, or any other legally protected characteristic. Reasonable accommodations may be made to enable individuals with disabilities to participate in the hiring process.