Client Support Representative

Company: Heartland Payment Systems ( Learn More )

General Information
4 Year Degree
Not Specified
Not Specified
Job Description


The Client Support Representative position (internally titled Client Manager) is responsible for providing professional and timely service in order to maximize client satisfaction. This is a professional level Customer Service position partnering with the company's customers, which are higher education institutions across the United States.

This position interacts with all levels within the organization to achieve results for their clients. The Client Support Representative will coordinate and schedule account reviews for their respective accounts and take a proactive approach with client follow-up. This position requires professional conversations with clients daily regarding general or complex questions and/or challenges with product delivery. As such, the representative needs to be responsive, proficient and reflexive in any work they perform for their clients. Maintain the brand promise, “Service Never Rests” by supporting the mission and the core values of the organization. It is imperative the Client Support Representative is approachable, consistent and forward thinking to address the client’s ongoing issues and future needs.

Hours for this position are Monday - Friday 10:00 am - 7:00 pm.

Job Details:

  • Initiate and support the client support service delivery strategy for every client account
  • Partner with the sales and marketing teams to maintain a strategic account plan  for each client
  • Consistent coordination and scheduling of account reviews with clients, conduct regular updates with the clients, oversee the accuracy/timing of services to ensure we are meeting contract scope deliverables and supporting the needs of the clients
  • During account reviews use a professional approach in working with clients from all levels up to and including the most senior executives of a client organization
  • Account reviews will include agendas, prescheduled meetings and provide any necessary materials to support the review and possible knowledge transfer to ensure the client is comfortable with our products and/or systems
  • Conducts strategic account review sessions with other departments when necessary in order to get facts around issue resolution
  • Provides primary issue resolution to clients primarily via the support phone line, but also originating from email. Issue resolution often requires extensive research and product related application/product troubleshooting to resolve complex data and product technical issues
  • Provides in-depth research to resolve complex client questions based on the product offering ensuring clients are provided with thorough, accurate resolutions to their questions
  • Work with the implementation team in the new client on-boarding process
  • Partner with the training department to conduct training seminars for clients, in order to achieve maximum client satisfaction and understanding of the benefit of our company products
  • Thoroughly renovate and consistently update the quality service we deliver to the client through innovative change management ideals and stimulating communication
  • Analyzes and communicates client concerns as they relate to product offerings, data collection procedures and marketing policies by documenting recommendations on the client's behalf for product development
  • Creates documentation for the Knowledge Base from new case resolutions to ensure all Client Support Representatives and additional departments have access to current, accurate information for subsequent client questions
  • Partnering with the sales, marketing and product development, and training teams providing input that is used to create sales proposals, improve products, streamline business operations and provide effective training to our clients
  • Assist other members in Client Support as needed (work overflow or if any specialized knowledge applies)
  • Attend regular training sessions [Maintain and use up to date knowledge and information on the SAL system and web site]
  • Complies with and helps to enforce standard policies and procedures
  • All other duties assigned
  • Qualifications

  • Bachelor's degree preferred and/or ten years of related customer or client service experience
  • Strong communication, promotion, presentation and customer service skills to effectively resolve client concerns and promote product usage
  • Problem-solving, time-management, and organizational abilities are also required to efficiently resolve client concerns
  • Strong technical knowledge of PC hardware and software, including standard operating systems, basic network usability, and spreadsheet software is necessary. Ongoing education is necessary to stay abreast of current technology
  • Ability to be goal- and detail-oriented, persistent and motivated, possess high level of initiative, excellent oral and written communication skills, superb analytical and methodical problem-solving skills, ability to handle stressful situations, meet deadlines, work well in team environments and carry out responsibilities with no or minimal supervision
  • Handling client communications and conflict resolution, providing two-way communication between client and organization, communicating client’s expectations, goals and interests to the team, researching and creating tools for account growth, and reviewing all major deliverables, among others
  • Ability to read, analyze, and interpret our SAL system, financial reports, and DOE documents
  • Ability to respond to common inquiries or complaints from customers and regulatory agencies
  • Ability to effectively present information to top management
  • We are an EOE F/M/D/V. 

    Global Payments, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color creed, religion, sex, national origin, age, citizenship, disability, veteran status or any other protected status. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

    Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

    Job Requirements