Client Services Specialist
Client Services Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
UPSTACKis the leading fullservice technology advisory firm transforming how businesses design source implement support and optimize IT infrastructure. Clients benefit from decades of expertise enhanced support and UPSTACKs proprietary technologydelivering faster deployments cost savings and streamlined access to critical solutions.
Our expertise includes:data center colocation network connectivity SDWAN unified communications cloud contact center CXAI private/public cloud security mobility business continuity and IoT.
Under the leadership of Founder and CEOChristopher TrappUPSTACK is committed to exceptional customer experiences serving 6500 clientsfrom SMBs to enterprisesand managing over $550M in annual technology spend across industries.
About the Role
The Client Service Specialist is responsible for supporting the Client Services team by handling customer inquiries assisting in maintaining accurate records and escalating complex issues to senior team members. This role ensures customer satisfaction through effective communication and attention to detail while developing a foundational understanding of internal processes systems and service management strategies. Ideal candidates canwork in a fastpaced environment to assist with opening carrier/vendor trouble tickets on various issues such as network down systems degraded lines down billing inquiries general questions etc.
This role is hybrid with a requirement of three days onsite at our Clinton New Jersey office. During the first 90 days of onboarding working five days onsite is required
Key Responsibilities
- Serve as the initial point of contact for basic customer inquiries and route requests to the appropriate team members.
- Document customer interactions service updates and communication records in Salesforce to ensure data accuracy.
- Support Client Services Managers by gathering information preparing reports and managing routine communication.
- Maintain uptodate service records in Salesforce including minor updates such as billing address changes and carrier contact details.
- Take ownership of assigned tasks and tickets through resolution ensuring adherence to servicelevel agreements (SLAs).
- Engage ISPs vendors and appropriate service providers to troubleshoot problem issues as needed.
- Define action items by using customer input internal inventory records and internal processes and systems.
- Execute defined action items to resolve trouble matters and escalate urgent issues according to company guidelines.
- Demonstrate strong customer service skills and maintain proactive communication with concerned client teams throughout the resolution process.
- Prioritize active items by analyzing user requirements service type and internal guidelines.
- Participate in growing the organizational knowledge base by contributing to documentation and teamwide notices.
Required & Preferred Criteria
- Basic understanding of customer service principles and practices with a focus on delivering highquality customer experiences.
- Familiarity with CRM systems particularly Salesforce for data entry tracking customer interactions and updating service records.
- General knowledge of telecommunications or technologyrelated industries is a plus but not required.
- Awareness of standard business communication and etiquette for managing customer expectations professionally.
- Understanding of internal processes for ticket resolution and service management.
- Effective verbal and written communication skills with the ability to convey information clearly and professionally.
- High attention to detail and accuracy in data entry documentation and recordkeeping.
- Strong organizational skills with the ability to manage time effectively and prioritize tasks based on urgency and customer needs.
- Problemsolving skills to recognize when to escalate an issue and identify appropriate next steps.
- Proficiency in using Microsoft Office Suite (Word Excel Outlook Teams) for reporting and communication.
Additional Requirements
- Ability to learn quickly and become proficient with new software and internal systems.
- Capacity to handle multiple requests simultaneously and manage competing priorities in a fastpaced environment.
- Strong interpersonal skills to establish rapport with customers and internal team members.
- Ability to work collaboratively and escalate issues appropriately to ensure positive outcomes.
- Adaptability to follow established procedures while being open to feedback and continuous learning.
- Ability to juggle multiple customer issues at any given time.
- Ability to work both independently and within a group setting to discuss and share work tasks on larger projects.
- Strong collaboration skills to increase understanding and share knowledge with team members.
Salary Range
Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure which is based on a variety of factors including location experience and jobrelated skills.
This role offers a salary of $50000 in addition to participation in our variable CSM bonus plan.
Closing
UPSTACK is an Equal Opportunity Employer and does not discriminate based on race gender ethnicity religion national origin age disability veteran status gender identity/expression sexual orientation or on any other basis prohibited by law. Consistent with applicable state and local law UPSTACK will consider employment for all qualified applicants.
UPSTACK is committed to providing reasonable accommodations to individuals with disabilities as required by applicable law. Accommodations may include adjustments to the application interview or assessment process as well as modifications to the work environment or job duties to enable individuals to perform the essential functions of the role. Requests for accommodations will be evaluated on a casebycase basis and provided unless they impose an undue hardship on the organization.
At this time UPSTACK will not sponsor a new applicant for employment authorization for this position.
We endeavor to make the application process accessible to all applicants. If you would like to contact us regarding accessibility and/or need assistance completing the application process please contact us at .
Required Experience:
Unclear Seniority
Employment Type
Full Time
