Position: Client Care Representative
Reports To: Client Care Manager
Hiring Company: Advantage Credit, Inc.
Overview:
The individual in this position is an energetic, professional, and highly organized associate responsible for maintaining and retaining an established base of customers within the financial industry. This includes determining each customer’s needs and recommending specific solutions to meet those needs. The Client Care Representative is also responsible for managing daily activities in Salesforce and Operations while developing and strengthening existing relationships. A successful candidate is self-disciplined, proactive, and excels in multitasking—able to manage chats, calls, and emails simultaneously while maintaining speed, accuracy, and rapport. The ideal candidate is adaptable, eager to learn new software regularly, and able to pivot seamlessly within a dynamic team environment. Weekly and monthly updates to the Client Care Manager are required.
Duties and Responsibilities:
Support all incoming customer support calls, including new customers developed by Regional Directors and Corporate Account Managers.
Respond to and manage customer inquiries across multiple communication channels—chat, phone, and email—simultaneously, while maintaining professionalism, efficiency, and accuracy.
Work closely with Sales in developing and managing existing accounts.
Maintain daily activities in Salesforce, accurately tracking interactions with prospects and customers.
Provide weekly and monthly updates to the Client Care Manager regarding sales, support, and individual activity.
Interact regularly with the Client Care Manager and other associates to discuss processes and recommend improvements.
Collaborate with the Marketing team to develop new strategies for increasing awareness of products and services.
One-on-one client training.
Maintain a balance of speed, accuracy, and empathy in every interaction to ensure a high-quality client experience.
Demonstrate strong organization and time management to meet productivity goals and client needs effectively.
Qualifications:
Multitasking: Ability to manage chat, email, and phone interactions simultaneously while maintaining accuracy.
A knack for building rapport with a customer base.
Organization & Time Management: Highly organized with excellent time management skills; able to prioritize and complete multiple tasks efficiently.
Adaptability: Willingness to learn new software on an ongoing basis and adapt quickly to procedural or technological changes.
Teamwork: Contributes to building a positive and collaborative team environment; willing to shift and assist where needed to support team goals.
Attention to Detail: Ensures accuracy in all tasks, documentation, and communication.
Problem Solving: Works well in group problem-solving situations and uses sound reasoning, even under pressure.
Technical Support: Troubleshoots via TeamViewer to technical issues.
Customer Service: Manages difficult or emotional customer situations, responds promptly to needs, and follows through on commitments.
Written Communication: Writes clearly, informatively, and grammatically correctly.
Quality & Quantity: Demonstrates accuracy and thoroughness; completes work in a timely manner; strives for efficiency and improvement.
Attendance/Punctuality: Consistently on time and ensures responsibilities are covered when absent.
Dependability: Follows instructions, responds to management direction, and completes tasks on time.
Reasoning Ability: Applies common sense to carry out written and oral instructions and resolve routine issues.
Computer Skills: Proficient in Internet, MS Outlook, Word, Excel, and general file management.
Position Requirements:
This role is a full-time, remote position that requires the ability to perform daily duties using company- provided computer equipment for approximately eight (8) hours per day.
Remote Work Environment: Must maintain the same level of focus, reliability, and professionalism as an on- site office setting.
Work Schedule: Must be available to work during operating hours between 7:00 a.m. and 6:30 p.m. MT. Schedule determined by direct supervisor.
Home Office Setup: A dedicated, private workspace free from noise, distractions, and clutter is required.
Internet Connectivity: Must maintain reliable internet service that meets company performance standards.
Compensation:
Full-Time – Hourly Wage Position
Starting hourly wage: $22.00
Overtime hourly wage: 1.5 times hourly wage
Monthly KPI bonus: Up to $500
Bi-Weekly Pay Period – Direct deposit every other Thursday
Benefits:
Health, vision, dental, short-term/long-term disability, and group life insurance (effective the 1st of the month following 30 days of employment).
144 hours Paid Time Off (PTO) annually – pro-rated based on hire date during first year.
8 hours of Paid Time Off for birthday (usable within two weeks before or after birthday).
Paid Holidays and Paid Family Leave.
401(k) participation after six (6) months of employment with employer match.
Monthly Work-from-Home Allowance and reimbursement for fitness programs.
We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law
