Remote - Client Support Representative Ii

Location:REMOTEin AR, AZ, CO, FL, GA, IA, MD, MO, NC, NE, NV, OH, PA, TN, TX, UT, VA, and WA.

About Arbinger:

The Arbinger Institute is a fast-growing leadership development and culture transformation organization. We help leaders, teams, and organizations create people-centric cultures that drive exceptional organizational results. Through an innovative process of training, coaching, and consulting, we help people adopt an outward mindset which is integral to accelerating performance, creating genuine inclusivity, and ensuring sustainable change. We work with thousands of organizations of all sizes across a broad spectrum of industries, including manufacturing, technology, non-profits, healthcare, law enforcement, finance, and the federal government.

The Arbinger Institute was founded over 40 years ago. Arbinger is an equal opportunity employer committed to diversity and inclusion in the workplace. Arbinger has been named a Top Workplace by the Salt Lake Tribune for three years running (2020-22) and is a 2022 and 2023 recipient of the HIRE Vets Medallion Award for our commitment to hire, develop, and retain our United States veterans.

The Position:

The Client Support Representative (CSR) plays a crucial role in delivering prompt and empathetic support to our valued clients. This position encompasses a diverse range of responsibilities, including resolving technical issues, facilitating seamless client onboarding experiences, collaborating closely with Arbinger teams to manage escalations, and actively participating in process improvement projects. Success in this role is defined by the positive impact on Client Support, emphasizing the core values of exceptional service, autonomy, adaptability, and collaborative teamwork.

Roles and Responsibilities:

• Perform regular self-assessments using Arbinger’s 3A+ assessment tool to gauge and enhance individual performance impact.
• Provide in-depth technical assistance to clients, addressing complex issues and troubleshooting advanced problems.
• Assist in training and mentoring Level I representatives, sharing knowledge and best practices to enhance the overall team's capabilities.
• Stay updated on product or service enhancements, industry trends, and support best practices to continuously improve knowledge and skills.
• Contribute ideas and strategies to enhance client retention efforts, working towards ensuring long-term customer satisfaction.
• Deliver clear and concise instructions to clients, adapting communication to their level of understanding for optimal comprehension.
• Uphold a commitment to high client satisfaction by providing professional and friendly support throughout interactions.
• Troubleshoot basic technical issues related to the Arbinger portal, encompassing account, license, and organization management.
• Offer comprehensive onboarding assistance to clients, creating informative onboarding content for effective utilization of the Arbinger Portal.
• Collaborate with internal teams for efficient escalations, contributing to the resolution of client issues promptly.
• Submit valuable client experience feedback, emphasizing expectations, overall experience, impact, and priority areas for improvement.
• Actively participate in Support process-development projects and tasks to contribute to the continuous enhancement of our support services.
• Other related duties as assigned.

Required Capabilities:

• Advanced problem-solving and troubleshooting abilities.
• Ability to mentor other colleagues and provide knowledge transfer.
• Demonstrate excellent customer service skills, fostering positive interactions with clients through empathy and effective expectation management.
• Lead by example, displaying superior case handling and actively contributing to shaping exceptional customer experiences.
• Advanced strong problem-solving and troubleshooting abilities, addressing issues with a proactive and analytical approach.
• Possess a robust knowledge of web-based applications and fundamental technical concepts, ensuring a comprehensive understanding of the products or services being supported.
• Keen attention to detail and proficiency in accurately documenting processes, ensuring comprehensive records for reference and analysis.
• Dynamic communication, both verbally and in writing, with clarity and professionalism to provide information and assistance to clients.
• Prove organizational and multitasking skills, emphasizing meticulous attention to detail and adherence to deadlines.
• Ability to work independently and collaboratively within a team, contributing to a positive and cohesive work environment.
• Self-starting attitude with adaptability to fast-paced, changing environments, thriving in dynamic work settings.

Preferred Capabilities:

• Demonstrate a consistent history of high-performance, consistently meeting and exceeding Key Performance Indicators (KPIs) in daily work.
• Familiarity with customer relationship management (CRM) tools, such as SalesForce, highlighting proficiency in leveraging these platforms for enhanced client interactions.
• Display expertise in providing remote support and adaptability to working in a remote/hybrid environment, ensuring continued efficiency and client assistance regardless of location.
• Solid understanding of database and data management principles, contributing to a comprehensive knowledge base for effective support and issue resolution.
• Strong understanding of Arbinger tools and principles.

Education and Experience:

• Associate degree or equivalent work experience preferred.
• 4+ years of customer service, technical support, or support experience required.
• Additional certifications or training support preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Salary: From $40,000 per year

Arbinger Benefits:

• Leadership Training
• DEIA Workshops
• Health Benefits
• Health Savings Account (HSA)
• 401K Plan
• Accident Coverage
• Critical Illness Coverage
• Disability Coverage
• Life Insurance
• Paid Time Off (PTO)
• Paid Parental Leave
• Discounted Gym Memberships
• Pet Insurance
• Comprehensive Employee Assistance Program
• Birthday and Anniversary celebrations
• 11 Company Paid Holidays
• Company Paid Veterans Day off for all Veterans

• Note: the job description is not meant to cover all responsibilities but only provides an overview of the role.

** Arbinger is an equal-opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.