Client Account Specialist
Infotrieve, Inc. - Wilton, CT

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Position Overview

We are seeking a Client Account Specialist with a strong desire to provide top-notch support to our blue chip clients. You will utilize your strong communication and superior problem solving skills to quickly and accurately respond to a wide variety of client inquiries, from librarians to information professionals. You will support our web-based software suite of full range content management and document delivery solutions and our cutting edge technology such as our new iPad application.

This is a great opportunity for a self motivated professional with an aptitude for technology or an exceptional recent college grad with a strong desire to work with both leading edge software and some of the most highly respected companies from a variety of industries. This position is located in our Wilton, CT office, and reports to our Client Services Manager.


  • Provide world class customer service via phone and email
  • Provide advice and help to customers using the products or services of the organization
  • Research, diagnose and resolve client issues
  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
  • Recognize, document, and inform the manager regarding the trends in customer calls and emails
  • Meet established business and productivity objectives
  • Maintain up-to-date knowledge of all Infotrieve software services
  • Resolves customer problems promptly and accurately in a manner that will retain and promote customer loyalty
  • Confirm customer understanding of the solution and provide additional customer education and training as needed


  • Bachelors degree with strong academic performance required
  • 1-2 years of customer service experience required
  • Strong aptitude for exploring and learning new technology
  • Excellent verbal and written communication skills; impressive telephone etiquette
  • Confidence, tact, patience, politeness, and diplomacy while dealing with complex problems
  • Ability to work under tight pressure and multitask on a regular basis.
  • Extraordinary attention to detail and follow through
  • Ability to handle diverse people
  • Ability to elicit a callers needs with speed and composure
  • Ability to make educated, customer-focused decisions
  • Strong aptitude for problem solving
  • Ability to work independently as well as collaboratively in a team environment
  • Proficiency with Microsoft Word and Excel

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