Client Services Representative

Overview

As a Client Service Representative, you will be the primary point of contact for NCH clients moving through the entity formation and Record Book Walkthrough process. You'll support the Sales division by delivering responsive, high-quality customer service, guiding clients through required corporate documentation, and ensuring every customer interaction reflects NCH's commitment to 100% customer satisfaction.

Deliverables

• Deliver 100% customer satisfaction in every interaction, going above and beyond to "Deliver the WOW"
• Support the Sales division by providing excellent, responsive customer service
• Satisfy every customer service request (call, email, or fax) within 24 hours
• Schedule walkthrough appointments as needed and complete 4-5 Record Book Walkthroughs per day
• Process and resolve requests through the Trouble Ticket System
• Complete CRM workflow fields on the entity card, including walkthrough date scheduled, walkthrough date completed, and tax/credit product status
• Guide clients through the full record book walkthrough process, including the list of officers, SS-4 form (EIN), IRS Form 2553 (if applicable), release documents, membership listing/stock ledger statements, and operating agreement/bylaws
• Assign ownership, complete membership certificates, and place all completed documents in the client's record book
• Collect required documents back from clients via fax or email and follow up weekly to confirm all documents were returned
• Advise clients on requirements for setting up a bank account
• Share the post-walkthrough client survey and invite clients to provide a 5-star testimonial
• Maintain professional conduct, attendance, and punctuality at all times

Qualifications

• 1+ years of experience in providing excellent customer service and problem-solving skills over the phone
• Strong attention to detail and organizational skills for managing multiple confidential client documents and deadlines
• Familiarity with learning or working within a CRM system
• The ability to manage a high-volume, fast-paced workload while maintaining accuracy
• A professional, customer-first attitude with reliable attendance and punctuality

Pay & Benefits

The base compensation range for this role is $37,440 + a monthly performance-based incentive bonus. You will also receive a full range of medical, financial, and other benefits, as seen below.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Paid Time Off
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Plus other wellness benefits to include:
• Fertility
• Mental Health
• One Medical
• Fringe lifestyle benefits up to $250