Inbound Support Specialist

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Job Purpose

The Inbound Client Success Coordinator will serve as a vital point of contact for clients during business hours, addressing inquiries and providing support with accuracy and efficiency. This role involves delivering exceptional service through phone and video interactions, demonstrating a client-first mentality, and utilizing strong, active listening and communication skills to handle a range of content. The Coordinator must recognize when issues require legal or tax professional input to avoid offering unintended advice. A proactive attitude towards learning and adapting in a dynamic field is essential for success in this evolving role.

Key Responsibilities

Client Communication

• Act as the first point of contact for client inquiries, ensuring first-call resolution with minimal transfers.
• Communicate with clients via phone, email, and chat to answer questions, provide information, and follow through on requests.
• Deliver exceptional client service with a client-first approach, handling basic and complex inquiries effectively.

Client Coordination

• Work with clients to identify their needs and direct them to the appropriate department for assistance.
• Utilize internal resources and collaborate with professionals across departments to resolve client issues promptly.
• Operate live chat software (RingCentral) and manage email support requests, ensuring active follow-up.

Knowledge Development

• Develop a thorough understanding of company services, including policies and procedures.
• Continuously expand knowledge to better address client needs and enhance the overall client experience.

Process Improvement

• Identify opportunities to improve client communication and coordination processes.
• Implement best practices to enhance efficiency and ensure client satisfaction.

Administrative Support

• Assist with administrative tasks to support the Client Success team.
• Perform other duties as assigned by management to meet organizational goals.

Competencies

Integrity

• Consistently demonstrates ethical behavior.
• Ensures confidentiality and privacy in all interactions.

Accountability

• Manages workload independently and meets deadlines.
• Takes ownership of projects and outcomes, addressing issues proactively.

Customer Focused

• Addresses client needs efficiently and effectively.
• Continuously seeks ways to improve client satisfaction.

Time Management / Organization

• Plans and organizes work efficiently, balancing multiple tasks effectively.
• Uses advanced organizational tools to manage time and priorities.

Communication

• Communicates clearly and effectively in various settings.
• Tailors messages to different audiences and facilitates productive discussions.

Teamwork

• Contributes to team goals and builds positive relationships with colleagues.
• Resolves minor conflicts and supports team collaboration.

Self-Motivated

• Takes initiative to improve processes and outcomes.
• Pursues continuous learning and professional development.

Required Qualifications

• Bachelor's Degree (required).
• Minimum 3 years of customer service experience.
• Comfortable working with technology and word-processing systems (e.g., Google Workspace, RingCentral).
• High degree of accuracy and attention to detail.
• Strong verbal and written communication skills.
• Ability to work independently and prioritize tasks effectively.
• Comfortable in a fast-paced, dynamic environment.
• Minimum of 2 years of professional-level work experience.

Preferred Qualifications

• Additional certifications or coursework related to customer service or client coordination.

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 5 years in a row!

Anderson Business Advisors is an award-winning workplace - voted Top Places to Work in 2020, 2021, 2022, 2023 and 2024 by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment.