REMOTE - Client Service Associate

Lancaster, PA

Full Time

Service

Mid Level

Company Overview

Harbor Compliance is a fast-growing technology company reinventing how nonprofits and businesses manage critical areas of compliance. An Inc. 5000 and Deloitte Technology Fast 500 honoree, Harbor Compliance is using technology to simplify the complexities of business licensing and legal entity management.

In 2021, we merged with Labyrinth, Inc. We have scaled to 40,000+ clients and, even after 12 years, are still just getting started.

Position Overview:
The Client Service Associate’s primary objective is to provide fast, friendly support to clients whose accounts do not have a dedicated support person. This requires the Client Service Associate to understand the client's inquiries and problems, troubleshoot, and deliver an optimal and effective solution. This role is a critical part of our business, as it is often the only time a client interacts with a human at our brand.

The work of a Client Service Associate focuses both on short-term client support that indirectly impacts revenue and other long-term objectives and, in many cases, directly impacts revenue through client retention and expansion. The Client Service Associate is an advocate for our clients, connecting the right resources to solve problems and reporting out client sentiment and feedback that shapes how we design our products and software.

Responsibilities:

Client Satisfaction:
- Provide excellent Client Service by addressing inquiries and concerns promptly, completely, and effectively.
- Provide consistently accurate and complete information.
- Speak warmly and empathetically to clients while maintaining realistic expectations.
Conflict Resolution:
- Navigate client conflict by addressing it head-on in a professional, pleasant manner.
- Convey a desire to collaborate and find a mutual solution.
- Articulate solutions confidently, politely, and empathetically.
Client Retention & Growth:
- Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
- “Tees up” conversations for Account Management about complex offerings.
- Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.

Required Qualifications:

1-3 years of work experience in a similar role in a business services environment utilizing Client Service Software
Prior success in a customer service, sales, or other customer-facing role
Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager, call center for finance, insurance, medical, or similar)
Demonstrated success in consistently meeting deadlines
Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone.
Familiarity with Google Suite or Microsoft Office
Ability to provide exceptionally attentive service in a fast-paced environment
Effectively multitask, manage time, and prioritize
Experience using and maintaining a knowledge base
Ability to solve complex problems and learn new information on-the-fly
2+ years experience in client service, preferably in a business services environment utilizing Client Service Software
Attention to detail

Preferred Qualifications:

College degree
Prior experience in client service or another client-facing role for large B2B accounts ($100k+) and/or high-net-worth individuals

Location and Hours

This is a full-time position. You are welcome to work remotely or from our Rockville, MD, or Lancaster, PA, offices.

Compensation

Competitive salary and generous benefits including paid time off; seven paid holidays; health plan including medical, dental, vision, and life insurance; and a 401(k) retirement plan with a company match program.

Harbor Compliance is an equal-opportunity employer.

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