At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent. We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world’s leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more.
The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That’s why LegitScript is trusted by the world's largest search engines, internet platforms, payment companies, and regulatory agencies.
We are seeking a detail-oriented and customer-focused Client Relations Specialist to join our team. The Client Relations Specialist is the first point of contact to Certification applicants. Their role is to represent LegitScript with professionalism and knowledge and efficiently shepherd applicants through the certification process.
In this role, you will be a key point of contact for both existing and potential clients, providing technical assistance and guiding them through the certification process and ensuring their needs are met with the highest level of professionalism. You will play a critical role in maintaining client satisfaction, supporting new applicant and renewal processes, and troubleshooting issues to ensure a seamless client experience. The ideal candidate will be adept at managing multiple tasks, utilizing CRM tools, and collaborating with internal teams to resolve complex inquiries and ensure the ongoing success of our clients.
What You'll Do:
- Provide Tier 1 technical support such as handling basic issues and requests that are beyond the scope of self-service solutions.
- Serve as a key point of contact for the general public, current clients, and prospective customers. Provide detailed information on the certification process, including scope, application status, and cost of services, ensuring clear and accurate expectations are set.
- Deliver prompt and professional responses to inquiries via written correspondence or telephone, demonstrating tact, diplomacy, and accuracy in every interaction.
- Help clients maximize their Certification benefits by providing support and troubleshooting as needed. Apply renewal workflows and processes to retain clients effectively, tracking and managing renewals through Salesforce.
- Accurately review and screen applications for completeness, scope, and pricing. Coordinate with the manager to escalate potential sales opportunities when necessary.
- Facilitate the onboarding process for prospective applicants, ensuring a smooth transition to certification.
- Collaborate with Client Relations teammates to create, update, and maintain Common Response documents and other standard operating procedures (SOPs).
- Perform administrative tasks and conduct research as requested to support the overall operations of the Client Relations team.
- Utilize internal systems and CRM tools to address client requests and account needs. Adhere to SOPs for account updates, ensuring accuracy and compliance.
- Proactively contact clients regarding upcoming renewals, guiding them through the information update process to ensure seamless service continuation.
- Consult with internal subject matter experts for complex or irregular issues.
- Manage client issues and troubleshoot problems, escalating to technical support when necessary.
- Assist clients with billing inquiries or issues, providing clear guidance and support.
What You'll Bring:
- Experience using SalesForce and other cloud based solutions
- Possess excellent communication skills across all media (e.g., verbal, written)
- Proficiency at handling interactions with tact and diplomacy
- Experience interacting with clients in a customer support role
- Adept at basic internet research and data entry
- Proven experience managing a high volume of time sensitive client requests
- Highly organized and efficient
- Strong interpersonal and communication skills including the ability to lead discussions in diverse groups of varying size.
- Excellent time management and problem solving skills as well as the ability to use good judgment and make strong independent decisions.
- Demonstrates an inspirational attitude that contributes to a positive team environment.
- Strong problem solving abilities and resourcefulness
- Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Please note that visa sponsorship is not available for this position. We cannot support international remote work.
In addition to competitive salaries, full-time employees enjoy a great benefits package:
- Multiple Medical plans (one with $0 employee premium option), Dental & Vision plans
- 401k with company match and immediate vesting
- Generous paid time off package and 11 paid holidays
- And much more!
If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in LegitScript’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
