Senior Client Support Representative
About the Role
The Senior Client Support Representative (CSR) will work as part of our dynamic global support team to provide “smart, fast, and nice” end-user support on-demand via phone, email, or chat tools. CSRs are considered the first line of support for our products, and engage with end-users across various customer segments, including individuals, advisors, and institutions. They are support generalists with a practical level of knowledge across a range of products and customer types and expertise spanning usage, investment, and basic technical issues. This position will be based in our Chicago office.
Job Responsibilities
- Responding to client (end-user) questions/inquiries via telephone, email, and chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs).
- Troubleshooting and investigating client issues and resolving or escalating appropriately.
- Managing occasionally unhappy client interactions and de-escalating emotionally charged situations when necessary.
- Document all actions in CRM (Service Cloud).
- Balancing service-delivery efficiency with quality of care.
- Continuous process improvement, looking for smarter and better ways to serve clients.
- Ongoing education and skill-building (self-administered as well as centrally administered) with respect to service process, investing, product, and customer context.
- Ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service.
- Providing feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs.
- Participating in the onboarding/training of new CSRs and other new hires who can benefit from product and client understanding.
Requirements：
- Excellent written and oral communication, with excellent interpersonal skills.
- Strong problem solving and analytical skills with high attention to detail, and excellent time management.
- Sound client service skills with a proactive approach, and take ownership of issues as they arise.
- Proficiency with Windows-based applications, especially Microsoft Excel.
- Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
- Good understanding of financial data or experience in similar field, working with larger quantities of data.
- Bachelor's degree
001_MstarInc Morningstar Inc. Legal Entity
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
