Client Support Consultant Details

Client Support Consultant

Relias LLC - Morrisville, NC

Employment Type : Full-Time

Are you looking for a high energy, strategic, and fast-paced position as a Client Support Consultant? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech

Summary

The Support Consultant is the primary contact for inbound client issues, communicating with and escalating to other departments as needed. As a Support Consultant, this role may provide service to our clients on either the SaaS or Ecommerce team. The Support Consultant must provide customer service via multiple channels (including phone, chat, email, web, social), responding to and resolving client queries within SLA guidelines. The Support Consultant will also keep a record of all client interactions in Salesforce, our Customer Relationship Management (CRM) tool, must de-escalate situations involving dissatisfied clients, and follow up with clients as needed. Support Consultant must possess a helpful attitude, strong written and oral communication skills, an ability to multitask, time management skills, high levels of initiative, and an ability to be flexible with changing priorities.

Essential Job Functions

• Provide quick response times and quality support to our clients via available channels, such as chat, web form, email, phone, or social platform (80%)
• Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding (10%)
• Help to maintain documentation, training resources, and internal knowledge materials (5%)
• Other duties as assigned (5%)

Knowledge, Skills & Abilities

• Desire to work with and assist clients
• Excellent communication skills (written and verbal)
• A sense of urgency, a desire to solve problems, and strong time management skills
• Detail-oriented / Process-oriented
• Ability to communicate complex ideas through a variety of modalities
• High levels of emotional intelligence- patience, composure, and flexibility
• Strong computer skills
• Professionalism- punctuality, transparency, integrity
• Flexibility in the face of change
• Ability to work in a fast-paced, dynamic call center

Education Required

• High School diploma required

Experience/Education Preferred

• Associate's / Bachelor’s degree preferred
• Previous customer service experience preferred
• Experience with a CRM preferred, but not required
• Bilingual abilities are a plus: able to read, write and speak Spanish proficiently

Physical Demands

The physical demands described here are representative of those that must be met by the individual to successfully perform the essential functions of this position.

Relias is an Equal Opportunity Employer and a Drug-Free workplace

Covid-19 Considerations:

Relias new hires are required to submit proof of completing a COVID-19 vaccine series (1st & 2nd dose of Moderna or Pfizer; or single dose of Johnson & Johnson as well as a booster shot, if time applicable) during their onboarding process. For new hires that are going to be required to be onsite ongoing (i.e., essential staff), we will allow application for approval of medical and/or religious exemption.

Company: Relias LLC

Country: United States of America

State/Region: North Carolina

City: Morrisville

Postal Code: 27560

Job ID: 239801