"Alerted.org

**_Hybrid Work Environment_** _: This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in our Southfield, MI Corporate Office._

_Hours: Monday-Friday | 10am-7pm ET_

_Occasional weekend work (1 weekend day assigned every 6-7 weeks). This extra day will be considered and compensated as overtime._

As a Client Service Representative, you will be a key point of contact, providing responsive and knowledgeable support to Clients and Financial Advisors. You’ll assist in researching and resolving escalated client issues, ensuring timely and accurate solutions. This role involves frequent interaction with internal teams and requires strong communication skills, attention to detail, and the ability to recommend effective resolutions to moderately complex problems. Your commitment to delivering exceptional service will help strengthen client relationships and support overall business success.

Responsibilities:

+ Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

+ Carry out standard customer service activities and handle customer inquiries relating to account activity.

+ Assisting callers with technical questions regarding online access.

+ Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

+ Maintain files and records.

+ Organize own work schedule each day in line with changing priorities.

+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

+ Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

**Skills** :

+ Take ownership of complex client inquiries using critical thinking to find an appropriate resolution.

+ Uses clear and effective verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.

+ Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages.

+ Develop appropriate plans or perform necessary actions based on recommendations and requirements.

+ Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.

+ Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

+ Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

+ Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

+ Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

+ Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

+ Applies understanding of the business environment and objectives to develop solutions under supervision.

+ Meet high customer service standards.

+ Understand and effectively operate all customer management systems.

+ Perform data analysis for use in reports to help guide decision making.

+ Select, deploy and get the best results from the most appropriate office system.