Donan is a problem-solving playground where innovation and a "make people first" culture collide to make a business family.
Donan, an innovative company which was established in 1947, is a leader in the Forensic Engineering industry. Donan strives to provide conclusive, unbiased and accurate forensic investigation services with the fastest turnaround time and the best customer service in the industry. In addition to our Forensic Engineering division, Donan also provides services in the areas of Fire Investigation, Component Testing, Litigation Support, UAV Services, and Catastrophe Response. Donan is not only an established organization and a leader in our industry but also an organization that strives to provide a great culture for all of our employees.
Donan currently has an opening for a full-time Client Support Specialist to join our Client Service team. In addition to a very competitive compensation package, Donan offers a comprehensive benefit package which includes:
Paid Time Off
Medical, Vision, and Dental Insurance
Company Paid Life Insurance and AD&D, & Voluntary Life Insurance with AD&D
Paid Long-term and Short-term Disability
Health Savings Account (HSA)
Health Reimbursement Account (HRA)
Employee Assistance Program
Professional Development Opportunities
The Client Support Specialist (CSS) provides industry-leading customer service and works diligently with Donan Solutions' partners (internal and external), to facilitate and own the journey of projects from initiation to delivery while creating an exceptional customer service experience that exceeds expectations. The CSS is a key part in every stage of the project lifecycle. This includes gathering accurate project information from a variety of external and internal sources, entry of client and project information, answering questions and providing current and accurate information around service capabilities and project status, monitoring progress of the projects through the life cycle and resolving issues that prevent the project from moving to the next project phase, completing a comprehensive grammar review, and delivery of a high-end and time-sensitive product to our customers in alignment with specific service level agreements. This position reports directly to the Client Support Manager.
Duties and Responsibilities:
Maintain comprehensive knowledge of all business divisions supported by Client Support.
Receive inbound calls, from current and potential customers, and handle with high level of service and professionalism.
Place outbound follow-up calls to follow up with customers to answer questions and facilitate the completion of projects.
Respond to inquiries about product details, the company, and issues with customers and projects. Partner with CSS Team, Sales and Operations when needed, to develop and offer solutions to issues in order to move the project forward.
Assist customers with issues experienced with website and escalate any issues appropriately.
Meet quality assurance requirements and other key performance metrics.
Enter incoming projects into tracking system and assign to the appropriate business unit, profit center, and project manager through the accurate interpretation of project information submitted by the client and through the appropriate use of various Donan resources and systems.
Ensure all outgoing customer communication meets quality standards in terms of grammar and basic formatting. (This includes but is not limited to Project Reports, Project Acknowledgements & any other written communication between Client Support and our customer).
Deliver the final product to the customer in alignment with customer preferences and service level agreements.
Demonstrate adaptability and flexibility, and perform additional tasks as needed.
Manage outbound scheduling calls.
Ability to schedule assignments to meet client MSA's.
Capable of supporting all CSS functions.
Perform all other duties as assigned by Manager.
Minimum of two years of experience working as a professional in a customer service or call center environment.
Excellent phone and listening skills coupled with the ability to ask probing questions to understand concerns and taking ownership of resolving issues in a relatively timely manner.
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
Must possess professional and friendly attitude and be able to quickly develop a rapport with customers.
Excellent interpersonal, written, and oral communication skills.
Strong customer service, critical thinking and problem-solving and strong detail orientation required.
One to two years of editing & proofreading experience highly preferred. Minimum assessment score on a Donan grammar review is required.
A college degree is preferred, but not required. We will consider various combinations of experience and education.
Ability to prioritize and make decisions based on best interest of the customer and Donan.
Strong technical capability in Microsoft programs. Experience with Salesforce.com is preferred.
Must be able to work alone, action-oriented and proactive, displaying a very strong sense of personal accountability.
Frequently required to stand on one's feet for prolonged periods of time.
Frequently required to lift and/or move objects weighing up to 25 lbs.
Frequently required to balance, stoop, kneel, crouch, or crawl.
Frequently required to reach with hands and arms.
Frequently required to use hands to finger, handle, or feel.
Frequently required to sit at a computer and look at a computer screen for extended periods of time.
To view our current openings and locations, visit our website at www.Donan.com. Donan is an E-Verify participating employer.