Client Service Advisor

Job Description Job Description 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