At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
We are seeking a Client Services Representative to join our dynamic team. In this role, you will be responsible for maintaining efficient and effective communication with our subscribers, by conducting training calls on the digital tools we provide. In addition to customer education, the Client Support team members are responsible for the promotion of Broadridge services and products, such as: websites, domain names, sponsored ads, digital advertising, and social media support.
The work hours are Monday - Friday from 11:00AM - 8:00 PM (Eastern Time). This is a hybrid remote role where you will primarily work off-site. Travel is limited and generally used for team learning and collaboration meetings.
Responsibilities:
Call Handling
- Inbound calls – High call volume (20-30 calls per day)
- Outbound calls – Product support and customer education
- Log call notes in CRM and JIRA applications
Customer Relationship Management
- Maintain client relationships focused on customer satisfaction and retention
- Educate clients on product and program enhancements
- Maintain and track communication with clients
- Facilitate information flow to all relevant parties
- Flexibility in work schedule is a necessity
- Complete additional projects as assigned
Customer Education
- Ongoing product support
- Editor/tool knowledge base and support
- Guide customers through Corporate Client Intranets, policies and procedures
Troubleshooting/Case Management
- Researching previous and current account activity to resolve issues or answer questions
- Entering issues for Development to further investigate
- Close case and follow up with customer on resolution
Qualifications:
- Strong customer service experience
- Fluency in French/French Canadian language preferred
- Bachelor's Degree or equivalent education is preferred
- Literacy in using application software such as Microsoft Office, including Outlook, Excel, and Word
- Strong communication, analytical, and organizational skills; thorough and attentive to details; able to prioritize and multitask, and recognize the importance of deadlines
- Adept at working in a team environment with various personality types to get the work done; ability to relate well, build consensus and show respect and consideration for others
- Digital Marketing experience is a plus
