Client Support Advisor

Benefits :

• Company parties
• Competitive salary
• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

ABOUT BLUEPRINT UNIVERSITY

Blueprint University empowers individuals through personal development and entrepreneurship. We provide tools, resources, and support that startups need to secure early-stage venture capital and succeed.

As part of our dynamic environment, you will have access to strong connections with startup founders, VCs, angel investors, and community partners.

Position Overview :

The Client Support Advisor will be the first point of contact for all client inquiries, ensuring each interaction is met with professionalism and efficiency.

You will greet clients, verify their identity, categorize inquiries, and provide tailored solutions, ensuring a seamless client experience.

Your role will include managing inquiries related to account management, scheduling, technical support, educational support, tax client assistance, and more.

Key Responsibilities :

1. Initial Client Contact :

Identify and categorize the client’s inquiry type : general information, technical support, scheduling, billing, educational support, or tax client assistance.

2. Categorizing the Inquiry :

• Quickly assess and categorize inquiries into areas such as :
• General Information (events, workshops, programs)
• Technical Support (portal access issues, virtual mailbox)
• Scheduling (consultations, event / media space rentals)
• Account / Billing (membership updates, billing questions)
• Educational Support (course details, enrollment)
• Tax Client Assistance (filing updates, consultations)

3. Providing Solutions :

• Offer prompt and accurate responses based on the inquiry type.
• Assist clients with scheduling consultations or meetings with the appropriate departments.
• Address account updates, billing inquiries, and technical issues or escalate to relevant departments as needed.
• Provide upsell opportunities for additional services, memberships, or workshops when applicable.

4. Proactive Client Engagement :

• Schedule check-ins with clients to assess satisfaction and offer additional services.
• Follow-up on unresolved issues and open cases, ensuring timely resolution.

5. Case Escalation and Ticketing :

• Create support tickets for more complex issues and provide clients with case numbers and expected response times.
• Track escalated cases and ensure timely follow-up until resolution.

6. Client Retention & Feedback :

• Conduct follow-up outreach, including surveys, after inquiries are resolved to gauge client satisfaction.
• Reach out to clients nearing the end of their service cycle to offer renewals and upgrades.

7. Reporting & Continuous Improvement :

Track performance metrics such as response times, first-call resolution rates, client satisfaction scores, upsell conversion rates, and retention rates.

Requirements :

• Education : High School diploma or equivalent required
• Excellent communication skills, both written and verbal.
• Strong organizational skills and ability to manage multiple tasks efficiently.
• Prior customer service or client support experience preferred.
• Familiarity with CRM systems, ticketing platforms, and client portals is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• A proactive mindset with a focus on client satisfaction and relationship-building.
16 days ago