Nonprofit Customer Support Associate

About the role

The Customer Support Associate’s primary objective is to provide fast, friendly support to clients whose accounts do not have a dedicated support person. This requires the Customer Support Associate to understand the client's inquiries and problems, troubleshoot, and deliver an optimal and effective solution. This role is a critical part of our business, as it is often the only time a client interacts with a human at our brand. 

The work of a Customer Support Associate focuses both on short-term client support that indirectly impacts revenue and other long-term objectives and, in many cases, directly impacts revenue through client retention and expansion. The Customer Support Associate is an advocate for our clients, connecting the right resources to solve problems and reporting out client sentiment and feedback that shapes how we design our products and software.

What you'll do

Client Satisfaction:

• Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
• Provide consistently accurate and complete information.
• Speak warmly and empathetically to clients while maintaining realistic expectations.

Conflict Resolution:

• Navigate client conflict by addressing it head-on in a professional, pleasant manner.
• Convey a desire to collaborate and find a mutual solution.
• Articulate solutions confidently, politely, and empathetically.

Client Retention & Growth:

• Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
• “Tees up” conversations for Account Management about complex offerings.
• Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.

Qualifications

• 1-3 years of work experience in a similar role in a business services environment utilizing Customer Support Software
• Prior success in a customer service, sales, or other customer-facing role
• Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager,  call center for finance, insurance, medical, or similar)
• Demonstrated success in consistently meeting deadlines
• Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone.
• Familiarity with Google Suite or Microsoft Office
• Ability to provide exceptionally attentive service in a fast-paced environment
• Effectively multitask, manage time, and prioritize
• Experience using and maintaining a knowledge base
• Ability to solve complex problems and learn new information on-the-fly
• 2+ years experience in client service, preferably in a business services environment utilizing Client Service Software
• Attention to detail

Preferred Qualifications

• College degree
• Prior experience in customer support or another client-facing role for large B2B accounts ($100k+) and/or high-net-worth individuals

Accommodations:

Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

Compensation: 

Harbor Compliance’s base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.

Harbor Compliance base salary range for this role in the U.S. is:

(Salary range $45,000 - $55,000) Additionally, this role might be eligible for discretionary bonuses or commission payments.

Pay Transparency Policy Statement
Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information.

Equal Opportunity Statement

Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.