Client Support Specialist

About the Role
Clients still have questions between workshops, about the next meeting date or a missing invoice. Wert Group is hiring a Client Support Specialist to answer them by email and phone, follow each request until it is closed and keep account records current. The position is full-time and remote from anywhere in the United States.
Wert Group, Boston. Strategy, organization design, operating models and governance for owners and management teams.

The Work Itself

1) Answer client questions by email, phone and video call, usually within one business day;
2) Log every request in our ticketing system and follow it until it is resolved;
3) Schedule workshops and review meetings between clients and project teams;
4) Keep client contacts, contracts and billing details current in the CRM;
5) Send meeting notes, invoices and document requests on behalf of the project lead;
6) Spot recurring questions and write short help articles for them;
7) Report each week on open requests, response times and client feedback.

Your Team
You will work with the project leads and the finance team, who rely on you to keep clients informed and requests moving.

Must-haves

• Experience in customer service, client support or another role answering customer questions, including internships
• Experience writing replies to customer emails or chats
• Experience handling customer phone or video calls
• Microsoft Office or Google Workspace
• A CRM or helpdesk tool such as HubSpot, Salesforce or Zendesk (bonus)
• Experience with insurance, banking or membership organizations (bonus)
• Experience scheduling meetings across time zones (bonus)

What Comes with it

• 401(k) with a company match
• PTO and paid holidays
• Yearly professional development budget
• Laptop and home office equipment
• Medical, dental, vision

We are an equal opportunity employer. Qualified applicants are considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status.
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