Client Support Specialist

 

Client Support Specialist

Location: Columbus, GA (Hybrid)
Compensation: Competitive base + benefits 

We are looking for a Client Support Specialist to support the team by effectively and efficiently managing all customer communication related to accounts receivable, accounts payable, recruitment and membership management activities. This position is expected to take initiative in training and advising customer software users to enhance service, financial operations, and Greek organizational performance. Each Client Support Specialist collectively manages the company’s main customer service inbox and is responsible for the prioritization and completion of time sensitive tasks and reduction of response rate times for overall customer satisfaction. 

What you'll do:

Internal Communication 

• Initiate communication and follow up on customer tasks to the Accounting team relating to: Customer refunds, Member account adjustments , Customer financial products such as purchasing cards, swipe devices, or local check printers, New or closing customer accounts, Funds transfer requests or bank info updates , or Financial report updates/troubleshooting 

• Communicate with the Customer Success team regarding any Greek customer accounts that need high priority attention. 

• Document in detail, all correspondence relating to chapter management. 

External Communication 

• Receive and manage customer communication on all inquiries related to: Customer merchandise ordered and sold on the customer billing platform, Collection fee changes/updates , New member management , Billing cycle setup/updates , Officer/user transition and access management 

• Review chapter billing practices and chapter budgetary needs to make recommendations to enhance financial operations and to comply with FDCPA guidelines. 

• Review and make recommendations about chapter roster updates including member status discrepancies and adding new members. 

• Proactively review assigned customers and make recommendations about how Billing and Collections, Payables and other OmegaFi products and services may be able to enhance those operations. 

• Proactively maintain a thorough knowledge of each assigned national organizations’ details and reporting requirements 

Customer Service 

• Develop and maintain relationships with Chapter Administrators, which may include undergraduate leaders, chapter/financial advisors and international headquarter leadership 

• Assist clients with questions, problem solving and system or reporting issues 

• Field incoming member, parent and administrator calls in accordance with OmegaFi's customer service philosophy 

• Respond in a timely manner to all voicemails and client communications 

• Cultivate, maintain and enhance the company's relationship with assigned clients 

• Interpret and forward employee and client requests, concerns and ideas regarding system enhancements to the appropriate people internally to research and discuss 

• Work flexible hours, including evenings and weekends. 

Training 

• Facilitate system training and implementation programs to undergraduate and alumni officers. 

• Educate new officers about your supporting role in the partnership, explain your responsibilities, provide overview of the services their chapter utilizes, and other services available 

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