Client Service Advisor

Job Summary

The Client Service Advisor (CSA) is a vital member of our customer experience team, responsible for delivering outstanding service through professional, empathetic, and solution-oriented interactions. Whether by phone, email, web form, or chat, CSAs serve as the first point of contact for clients seeking assistance. Empowered to make decisions within company guidelines, CSAs ensure customer satisfaction while supporting internal operations.

This role bridges customer service and sales support, handling administrative tasks such as processing sales and repair orders, managing returns, generating reports, and coordinating accounting transactions. CSAs also play a key role in customer retention by building relationships, guiding clients through our systems, and promoting relevant products and services.

Collaboration is central to this role-CSAs work closely with sales, technical teams, and accounting to ensure timely, accurate, and effective resolution of customer needs.

This is a hybrid position with 3 days in office and 2 days work from home.

Essential Job Functions:

• Serve as the primary contact for customer inquiries, offering knowledgeable and courteous support
• Resolve customer complaints and concerns with professionalism and efficiency
• Maintain detailed records of customer interactions in the CRM system
• Collaborate with internal departments to resolve issues and ensure customer satisfaction
• Process orders, returns, repairs, and exchanges with precision and timeliness
• Identify opportunities to improve customer satisfaction and foster loyalty
• Stay current on product offerings, pricing, and promotions to better serve customer needs
• Accurately process sales orders from multiple channels including phone, email, and eCommerce
• Verify and update customer account details, shipping information, inventory levels, pricing, and terms

Education and Skill Requirements:

• High school diploma or equivalent; 2-3 years of customer service experience preferred
• Proficiency in Microsoft Office/365 (Outlook, Excel, Word, PowerPoint, Teams)
• Familiarity with ERP systems, CRM platforms, and sales order processing is highly desirable
• Strong verbal and written communication skills with active listening capabilities
• Critical thinking and problem-solving skills to address customer concerns effectively
• High attention to detail and accuracy, especially in handling financial transactions
• Ability to multitask and thrive in a fast-paced environment
• Strong interpersonal skills to build rapport with customers and team members
• Knowledge of banking equipment and systems is a plus
• Exceptional attention to detail and organizational skills
• Ability to manage multiple priorities with accuracy and efficiency
• Team-oriented mindset with a commitment to meeting deadlines
• Passion for delivering outstanding customer service
• Positive attitude and strong interpersonal communication