Client Services Specialist

About the job

Celebrating 40 years in business,  Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers.  Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners’ loyalty programs.

Our Culture 

At Rewards Network, you will find a passionate and diverse group of professionals who enjoy working collaboratively, solving problems, and taking ownership of not only their careers and success but the success and continued growth of the organization. We take pride in partnering with the world’s most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential.

Job Overview

The Client Services Specialist is responsible for providing best-in-class care to our clients by managing all inbound support requests from our B2B customers (merchants) and providing proactive outbound contacts and support to our non-managed account portfolio. Our Client Services Specialist will be part of a team who are responsible for client retention and revenue maintenance of our non-managed account base, aligning team goals with the goals of the broader sales and servicing organization. 

Primary KPIs for this role include:

• Client Satisfaction Scores (CSAT) on servicing interactions
• Completion of outreach tasks for accounts
• Resolution times and volume of resolutions for inbound support requests

What you’ll bring to the table: (Responsibilities) 

• Inbound Support:
  • Handle high-volume of inbound support requests from merchants, providing timely and effective resolutions; multi-channel customer support, primarily phone and email
  • Use Salesforce.com to record activity, investigate issues, manage open cases, and coordinate with other teams to resolve customer issues
  • Maintain high levels of client satisfaction through excellent service.
  • Proactive Outreach:
    • Reach out to clients experiencing service interruptions or where potential issues may arise, resolve issues to ensure client satisfaction
    • Identify opportunities to proactively support non-managed accounts; forward potential upsell opportunities to sales and/or sales development teams
    • Provide guidance to help non-managed accounts optimize their use for our services, including educating about our products and offerings, reinforcing our value proposition, and informing how to leverage performance reports and other resources or information.
  • Client Retention:
    • Reinforce the value of our services with each customer interaction
    • Perform deletion saves by addressing client concerns and offering solutions to retain their business
    • Resolve service interruptions

Do you have the right mix of ingredients: (Requirements)

• High school diploma or equivalency

• 1 – 3 years of experience in a call center or corporate customer service position

• Banking or credit card processing industry background is preferred but not required

• Degree in business or related field a plus

• Service-oriented approach and a proven ability to exceed customer expectations

  • Excellent written and verbal communication and interpersonal skills
  • Strong problem-solving abilities and attention to detail
  • Working knowledge of Microsoft Office Tools (Excel, Word, and Outlook), Salesforce Lightening
  • Thrive in fast paced and evolving work environment.

What you’ll love about us:

• Comprehensive benefits package, which includes:
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients 
• 401(k) plan with a company match
• Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Two dental plan options and a vision plan
• Flexible Spending Accounts and a pre-tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability 
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance 
• Employee Life Assistance Program
• Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations. 
• Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.