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Client Experience Specialist 1 (Customer Service)

The Client Experience Specialist 1 (CES1), under moderate supervision, is responsible for supporting a team with a portfolio of Clarity clients through their lifecycle of the Clarity application. In this role, the key responsibilities include application and technical support focusing on responding to incoming calls and email requests from the clients. The CES1 provides technical, functional and instructive support with the main goal of diagnosing, troubleshooting and resolving basic to intermediate Clarity application issues. With a technical acumen, the CES1 assists clients with their day-to-day needs in the design, development and delivery of member communications. As an individual contributor, strong analytical and problem solving skills are required resulting in a high first contact resolution and excellent organizational skills with the ability to manage multiple tasks and priorities. The Client Experience Specialist 1 reports to a Manager of Client Experience.

Essential Functions

  • Monitor daily production to ensure client files are processed timely
  • Work with Vendor Management to resolve capacity manager and production errors
  • Document and follow-up on production issues using our Team Forge Ticket management application
  • Provide assistance with projects and coordination on new accounts
  • Communicate significant software application changes to clients
  • Other duties as assigned by management

Education Required

  • High School Diploma; Bachelor’s Degree a plus

Knowledge & Experience

  • 2-5 years of experience in a customer service role
  • Computer proficiency and experience with Microsoft Office
  • Familiarity with Release, Risk and Change Management processes to guide and support our clients during software builds and application enhancements and testing

Personal Attributes

  • Ability to perform in an office environment with continuous contact with other staff and clients which may require presenting information to clients, other departments and internally to colleagues
  • Excellent oral and written communication skills; strength in telephone and email etiquette
  • Results oriented, motivated, self-starter with strong interpersonal skills
  • Capability of interfacing effectively with clients and colleagues both within and outside the department
  • Availability to work a flexible schedule based on department needs
  • Easily adjusts to changes in a fast paced environment
  • Ability to multi-task & prioritize; highly detail oriented with strong organizational skills
  • Friendly, positive attitude with the ability to adjust behavior when given feedback

Physical Demands

  • Must be able to sit at a desk 90 percent of the time
  • Must be able to occasionally move about inside the office to access supplies, office equipment, etc.
  • Must be able to operate a computer and other office products (i.e., a calculator, copy machine, and computer printer)
  • Must be able to frequently communicate via telephone

Clarity is an Equal Opportunity Employer

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