Client Specialist

A Client Specialist at Mable is responsible for reaching out to potential clients and helping them match with support providers on our innovative platform. This involves understanding their needs and challenges, managing client interactions effectively, and utilizing our CRM system to enhance conversion rates. By working closely with clients, the Client Specialist plays a crucial role in ensuring they receive the support services they need, thus directly impacting their independence and quality of life.

To excel as a Client Specialist at Mable, candidates generally need a minimum of one year of experience in high volume telephone sales, preferably in a B2C context. Strong verbal and written communication skills, a proven track record in consultative selling, and the ability to establish trust-based relationships with clients are crucial. Additionally, familiarity with technology systems like CRM platforms and the capacity to thrive in a dynamic startup environment will greatly benefit potential candidates.

Working at Mable as a Client Specialist comes with a variety of unique benefits. You’ll have access to professional development opportunities, a hybrid workplace model allowing for flexibility, and the possibility to work abroad for four weeks within a year. Additionally, Mable supports families with generous parental leave policies, celebrates team wins through recognition programs, and offers an extra paid leave day each quarter for personal wellness. These perks are designed to enhance work-life balance while contributing to our impactful mission.

To excel as a Client Specialist at Mable, focus on honing your communication skills and understanding client needs deeply. Be proactive in managing your client interactions and leverage the CRM system effectively to maximize conversion rates. Building solid relationships with clients based on trust and responsive communication is vital. Additionally, maintaining consistency in meeting or exceeding monthly KPIs will contribute significantly to your success in this role.

The work environment for a Client Specialist at Mable is dynamic, collaborative, and supportive. You will be part of an engaging team that values bold ideas and diverse perspectives. Mable fosters a culture of inclusivity and innovation, encouraging employees to share insights and learn from one another. With both office and remote working options available, you can choose the setting that best boosts your creativity and productivity, all while contributing to our mission.

Mable is committed to empowering its employees through continuous learning and development opportunities. As a Client Specialist, you’ll not only learn from industry experts and insightful leaders but also gain valuable on-the-job training. This supportive environment will enable you to refine your skills in consultative selling and client management while growing within the company. Mable’s focus on professional growth ensures that all team members can shape their careers in alignment with their passions.

As a Client Specialist at Mable, you will be guided by core values that emphasize active listening, creativity, collaboration, and impact. Mable encourages its employees to engage genuinely with clients and adapt solutions based on insightful feedback. You’ll be part of a culture that celebrates diversity and promotes a positive working environment where everyone’s contributions are recognized, enabling you to thrive while making meaningful change in the support sector.

When answering this question, it’s essential to share specific examples from your past roles where you successfully handled high volume calls. Discuss your strategies for staying organized, managing client relationships, and converting leads into sales. Also, mentioning any tools or systems you used can highlight your tech-savvy nature, which is valuable for a Client Specialist at Mable.

For this question, explain your approach to understanding client needs, which may involve active listening, asking open-ended questions, and summarizing their challenges. Illustrating your consultative selling skills will demonstrate how you position Mable's services as effective solutions tailored to each client’s unique circumstances.

Discuss your organizational skills and specific techniques you use to prioritize client interactions. You can speak about utilizing CRM tools to track client progress, setting reminders for follow-ups, and key performance indicators that help you stay on top of your tasks. Providing examples of successfully managing past client loads can make your answer even stronger.

When tackling this question, emphasize the importance of empathy and proactive resolution. Explain how you would listen to the client's concerns, validate their feelings, and work collaboratively to find a satisfactory solution. Your ability to demonstrate accountability and a commitment to making things right will resonate positively with interviewers.

Share your passion for helping others, especially in a field as impactful as aged care and disability support. Discuss how resolving clients' needs and making a difference in people's lives serves as strong motivation for you. This will position you as someone who is not only driven but also aligns well with Mable's mission and values.

Detail your understanding of value-based selling and how it is about meeting clients' needs rather than just pushing products. Explain how you assess a client's specific challenges and showcase how Mable’s solutions can effectively address those issues, thereby delivering tangible value that leads to successful sales.

Highlight a specific situation where you achieved or surpassed sales goals. Focus on your strategies, tactics, and the tools you used, and mention any key metrics that demonstrate your success. Make sure to relate this back to how you can replicate this success at Mable.

Reassure the interviewer of your comfort and familiarity with technology. Discuss your experiences with various CRM systems and other relevant tools you have used in past roles. Highlight your willingness to learn new tech and adapt to Mable's systems to enhance your efficiency and performance in the role.

Explain your view of excellent customer service as understanding and catering to client needs promptly and professionally. Discuss how building strong relationships, being responsive, and ensuring each client feels valued are all parts of delivering top-tier service that Mable emphasizes.

This is a chance to demonstrate your knowledge about Mable. Speak about how Mable connects Australians to independent support for aged care and disability services and mention its accolade achievements. Share your admiration for Mable’s mission to enhance client independence and commitment to innovative, quality care, and express your eagerness to contribute to these goals as a Client Specialist.