Benchmarking, Best Practices, Billing, Communication Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer Training, Customer/Client Research, Documentation, High School Diploma, Identify Issues, Internet TV, Interpersonal Skills, Marketing, Needs Assessment, Presentation/Verbal Skills, Resolve Customer Issues, Retail, Sales, Time Management, Training Program, Wireless Communications
Step into a meaningful role as a Client Support Associate at Next Era Management Group in Riverview!
Next Era Management Group , a Riverview-based sales and marketing firm, proudly partners with Frontier to deliver personalized residential customer support. We're seeking empathetic, solutions-driven Client Support Associate to serve as trusted client liaisons while fostering meaningful connections in a fast-paced, growth-focused environment.
As a Client Support Associate, you'll serve as the primary point of contact for Frontier residential customers, delivering exceptional support across our service portfolio. Through our structured training program, you'll develop expertise in Frontier's products and customer service protocols. Your role will involve actively listening to customer needs, providing accurate solutions, clearly explaining service features, and consistently upholding Frontier's reputation for outstanding customer experiences.
Key Responsibilities of the Client Support Associate
- Serve as the primary in-person representative for Frontier residential customers, providing responsive support and addressing service-related inquiries.
- Communicate professionally across Frontier's wireless, internet, and TV offerings, ensuring clarity and consistency in customer interactions.
- Actively listen to customer concerns, diagnose issues accurately, and deliver empathetic, solution-focused resolutions.
- Educate customers on available Frontier residential products and features to help them optimize service value.
- Manage account modifications, billing concerns, and service changes with efficiency, while processing documentation promptly.
- Resolve complaints and disputes professionally, aiming for timely and satisfactory outcomes that uphold service standards.
- Maintain accurate, confidential records of all customer engagements using designated CRM tools.
- Stay informed on Frontier product updates and service best practices while meeting key performance benchmarks in customer satisfaction.
Minimum Qualifications of the Client Support Associate
- Must possess a High School Diploma or GED, be 18+ years old, and legally authorized to work in the U.S.
- Up to two years of relevant experience in customer service, retail, hospitality, or other direct client-facing roles.
- Strong verbal communication and interpersonal skills with the ability to establish rapport and articulate information.
- Proven active listening and empathetic approach to accurately assess and resolve customer needs.
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Next Era Management Group, Inc.