[Hiring] Associate Client Support Representative @Broadridge

Role Description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is Growing! We are seeking an Associate Client Support Representative who maintains efficient and effective communication with our subscriber base by handling both inbound and outbound phone calls and email correspondence. The Enterprise Client Support team members continually educate customers regarding compliance processes, troubleshooting techniques, and how to leverage the digital tools we provide by conducting educational webinars. In addition to customer education, the Associate Client Support team members are responsible for creating, fulfilling, and maintaining Broadridge products, such as websites, domain names, sponsored ads, digital advertising, and social media support.

Work-Mode: This is a remote role where you will work off-site. Travel is limited and generally used for team learning and collaboration meetings.

Job Responsibilities

• Call Handling
  • Inbound calls – All Clients
  • Outbound calls – Collections, Product and Sales Support
  • Log call notes in Salesforce
• Customer Relationship Management
  • Maintain client relationships focused on customer satisfaction and retention
  • Educate clients on product and program enhancements
  • Compliance monitoring and management
  • Create Corporate Client reports as needed
  • Maintain and track communication with clients
  • Liaison to other teams and/or resources
  • Flexibility in work schedule is a necessity
  • Facilitate information flow to all relevant parties
  • Support Client Relationship Manager and Client Services Manager as needed
  • Complete additional projects as assigned
• Customer Education
  • Ongoing knowledge base of Compliance guidelines
  • Ongoing product support
  • Editor/tool knowledge base and support
  • Guide customers through Corporate Client Intranets, policies, and procedures
• Troubleshooting/Case Management
  • Researching previous and current account activity to resolve issues or answer questions
  • Entering issues for Development to further investigate
  • Close case and follow up with customer on resolution
• Website Creation and Maintenance
  • Build a variety of new websites as new sales are confirmed
  • Review and process product update requests
  • Review and update HTML coding on a variety of site types
  • Monitor adherence to Compliance guidelines
  • Send follow-up emails to clients to confirm completion of task
• May perform other duties/responsibilities as needed or assigned

Qualifications

• Bachelor’s degree or equivalent experience preferred
• At least three years of customer service experience

Requirements

• Functional/technical skills
• Attention to detail
• Strong written and verbal communication skills
• Comfort with online marketing solutions
• Comfort with AI applications
• Process management experience
• Ability to work under tight deadlines
• Proficient in Microsoft Office applications - Word, Excel, PowerPoint
• Ability to sit for long periods of time
• Ability to maintain professional verbal conversations for the majority of the shift
• Ability to enter data while maintaining customer communication

Benefits

• Hourly range $20-21/hr plus bonus
• Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.