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Client Support Representative I

Entry Level

PayLease | 415 - Client Success - CS | Chicago, IL

The Client Support Representative (CSR) is the backbone of the client operations department. The CSR’s primary objective is to ensure incoming client support inquiries are responded to and resolved with speed, efficiency and professionalism. The CSR should always strive to go the extra mile to encourage client retention and is responsible for providing an above-average level of client satisfaction. To be successful, the CSR must have an in-depth knowledge of PayLease products and services, a genuine desire to assist and resolve issues and possess a high level of empathy and patience. Along with providing excellence in service, the CSR will meet both team and personal goals as defined by the Customer Support Manager.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Answers incoming client inquires and ensures cases are resolved within the defined SLAs
Manages case queue, provides appropriate solutions, and follows-up with client to ensure complete resolution and satisfaction 
Proactively identifies and escalates at risk clients and/or issues to tier lead
Embraces change and continually participates in suggestions to process improvements while promoting the PayLease culture and spirit of teamwork 
Demonstrates increasing levels of knowledge and comprehension of PayLease products and partner integrations 
Accurately documents and updates client records, support notes and interactions within the various software systems (ServiceCloud, SalesForce, JIRA, PLadmin and CASA)
Ensures compliance with PayLease specifications and regulations and follows established policies, procedures and workflows
Informs clients of new updates to services
Consistently meets personal goals and quotas and adheres to established work schedule
 
Skills & Requirements

Minimum Qualifications:
Familiarity with CRM, support & ticketing software systems and practices 
Possess a strong technical aptitude and demonstrated ability to identify alternative solutions to issues
Effective problem solving skills and strong customer orientation
Detail-oriented and dependable, with a positive and inquisitive attitude
Ability to multi-task, prioritize, and collaborate with multiple departments and stakeholders
Proven ability to work in a fast paced, team centered work environment
Knowledgeable in the use of the internet (functions, navigating, researching, etc.)
Proficiency with Microsoft Suite Products (Microsoft Excel, Word and Power Point)
Excellent communication– verbal, written, interpersonal with strong active listening skills
Exhibit a high degree of self-motivation and drive
Preferred Qualifications:
College degree or an equivalent combination of training and experience
PayLease, industry & client knowledge a plus
Experience providing outstanding quality success to business clients
Prior experience with high volume customer support call and ticketing systems