Customer Success Representative

Customer Success Representative

The Customer Success Representative acts as a customer liaison, provides product/services information and resolves any emerging problems that our customers might face with accuracy and efficiency.

An effective Customer Success Representative is genuinely excited to help customers. He/she is a patient, empathetic, and passionately communicative troubleshooter who can put themselves in their customers' shoes and advocate for them, when necessary. Our CSRs act as direct representatives of our company every day and are expected to embrace this role with passionate professionalism.

Duties & Responsibilities

• The primary responsibility of the Customer Success Representative is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Other duties and responsibilities include:
• Answer all incoming inquiries via phone, email, support tickets, and chat according to company standards of customer service. Frequent inquiries include: assistance with registering for programs, resetting passwords, syncing tracking devices, order placements, cancellations, and tracking, etc.
• Document tickets with accurate information in a timely manner and include any needed stakeholders
• Update and follow through with support tickets and clients until resolved
• Educate clients on the details of their program and how to earn more points
• Establish call-drivers and trends when applicable and inform appropriate stakeholders
• Assist Customer Service Manager and Program Managers as needed

Qualifications

We are committed to building an organization of smart, driven, professionals who in turn are committed to bringing out the best in everyone. The ideal candidate for this position fits the following qualifications:

• Excellent phone etiquette and written communication skills
• Comfortable with technology such as mobile apps and various programs
• Self-motivated, problem solver who can work independently and as part of a team
• Ability to collaborate and communicate at all levels with internal stakeholders
• High School Diploma required
• Prior customer service experience preferred
• Basic knowledge of Microsoft Office (specifically Outlook and Excel)

If this sounds like the right fit, we encourage you to apply!

Apply today