Client Service Representative

Client Service RepresentativeLocation: Yarmouth, Nova Scotia (Downtown Sector) or Wilmington, DE (US)Hybrid Work Model (3 days onsite/2 days remote) Hours: Monday to Friday, 9:00am - 6:00pm AST Are you passionate about delivering excellent customer service? We are too We are currently hiring a Client Service Representative to support our global clients in a professional business-to-business (B2B) environment in the technology and internet/web services industry. In this role, you will act as the primary point of contact for clients who require assistance with CSC’s internet products and services. You will play a key role in delivering exceptional client service by resolving inquiries, troubleshooting issues and providing clear guidance. You’ll work directly with enterprise B2B clients and will partner with our internal teams at CSC to provide support that will ensure our client’s domain portfolios and digital assets are secure.If you’ve worked in the retail, hospitality & tourism, patient services or restaurant industries, you know what it takes to keep clients happy and satisfied while working in a fast-paced, high-volume environment. Our service professionals are empowered to solve client inquiries and problems quickly and professionally. We provide the training, mentorship, and opportunities for growth. You bring the drive, energy, and commitment to provide world-class service.We’re a company of helpful people teaming up to make a difference in global business and our local communities. We are passionate about service excellence, giving back to the community, and devoted to continuous improvement, CSC is the business behind business. What does that mean? Learn more about DBS by visiting . While on that site, navigate to the Customer Tab or the Customer Testimonials section where you will learn about who our clients are and what they have to say about usAdditionally, our positions come with CSC’s competitive benefits and incentives.Some of the tasks you will be responsible for:Client Support: Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.Client Relationships: Build and maintain client relationships by understanding the unique needs of each client.Issue Resolution: Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems. Ensure timely and efficient resolutions to maintain customer satisfaction.Escalation Management: Identify and escalate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.Product Knowledge: Be a trusted partner for your clients by developing and maintaining and in-depth understanding of our services, and to communicate industry changes. and new product offerings.Team Collaboration: Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.Performance: Understand and strive to meet or exceed metrics that are designed to help us achieve our industry leading client service support as evidenced by our world-class Net Promoter Score (NPS) results. What technical skills, experience, and qualifications do you need?Experience working in a customer-centric environment, industry and/or roleEffective written and verbal communication skillsAbility to think critically and be solution orientedStrong Microsoft Office skills including MS Excel, Word, and OutlookAbility to learn, adapt to, and discuss new technologyTenacity and agility to balance varying priorities and inquiries from internal and external customersAbility to work independently, as well as on a teamProven organizational skills with the ability to prioritize work under pressure in a fast-paced environmentPrevious experience of producing quality results with high attention to detailAbility to be direct, open, and honest when communicating with clients and co-workersBilingual skills are a plusWhat You Can Expect From UsProfessional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job trainingAn on-team mentor to provide additional day-to-day support during your onboardingCollaborative team environmentSupportive leaders committed to your professional development and growthComplimentary access to Open Sesame, monthly job-related recurrent training, and moreFlexibility for our employees by offering a hybrid work scheduleA clear vision, mission and values centered around our promise to provide world-class service to our clientsThe office is located right in Yarmouth's downtown sector, and conveniently located near restaurants, banking, gyms and a community center.#LI- CS1#INDP