Infotrieve , Wilton, CT (Fairfield County)
Infotrieve is a global leader in information services and content management technology for businesses. For more than 20 years we have been providing corporate information centers, R&D facilities, and legal, business affairs and product professionals in more than half the Fortune 500 with a broad array of software solutions and services.
Position Overview
We are seeking a Client Account Specialist with a strong desire to provide top-notch support to our blue chip clients. You will utilize your strong communication and superior problem solving skills to quickly and accurately respond to a wide variety of client inquiries, from librarians to information professionals. You will support our web-based software suite of full range content management and document delivery solutions and our cutting edge technology such as our new iPad application.
This is a great opportunity for a self motivated professional with an aptitude for technology or an exceptional recent college grad with a strong desire to work with both leading edge software and some of the most highly respected companies from a variety of industries. This position is located in our Wilton, CT office, and reports to our Client Services Manager.
Responsibilities
• Provide world class customer service via phone and email
• Provide advice and help to customers using the products or services of the organization
• Research, diagnose and resolve client issues
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Recognize, document, and inform the manager regarding the trends in customer calls and emails
• Meet established business and productivity objectives
• Maintain up-to-date knowledge of all Infotrieve software services
• Resolves customer problems promptly and accurately in a manner that will retain and promote customer loyalty
• Confirm customer understanding of the solution and provide additional customer education and training as needed
Requirements
• Bachelors degree with strong academic performance required
• 1-2 years of customer service experience required
• Fluency in both French and English is a plus
• Aptitude for exploring and learning new technology
• Excellent verbal and written communication skills; impressive telephone etiquette
• Confidence, tact, patience, politeness, and diplomacy while dealing with complex problems
• Ability to work under tight pressure and multitask on a regular basis.
• Extraordinary attention to detail and follow through
• Ability to handle diverse people
• Ability to elicit a callers needs with speed and composure
• Ability to make educated, customer-focused decisions
• Strong aptitude for problem solving
• Ability to work independently as well as collaboratively in a team environment
• Proficiency with Microsoft Word and Excel
