Client Support Representative - Overnight Shift

Essential Duties & Responsibilities

• Deliver exceptional customer service through all interactions with clients, vendors, providers, officers, guards, and internal partners.
• Manage with clarity all clients, officers, vendors, providers, guards and internal departments requests, issuing resolution timelines, and operational outcomes.
• Collaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.
• Assess customer needs, identify root causes of issues, and implement appropriate solutions within established guidelines.
• Resolve customer and internal inquiries while effectively navigating obstacles and ensuring a positive customer experience.
• Handle difficult or sensitive conversations with professionalism, tact, and a solution-oriented approach.
• Create service requests, assist with schedule management, and maintain accurate records.
• Collaborate with internal departments and external partners to resolve service-related issues and improve customer experience.
• Prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and attention to detail.
• Utilize multiple software platforms, reporting systems, and online tools to perform analysis, communicate effectively, and complete operational tasks.

Qualifications & Experience

• High School Diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred.
• Minimum of three (3) years of experience in customer service, client support, call center operations, or another service-oriented role; experience in a high-volume or regulated environment preferred.
• Strong customer service orientation with a commitment to providing exceptional service.
• Demonstrates unwavering honesty and accountability.
• Remains composed during escalations and high-stress situations.
• Communicates clearly, confidently, and effectively across all levels of the organization.
• Strong analytical and problem-solving skills.
• Process driven, detailed oriented and highly organized.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams), including the ability to navigate systems efficiently and learn new proprietary platforms quickly.
• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.