Client Success Manager

Job Summary

The primary role of the customer service representative is to interact with customers to address their concerns, answer their questions and assist them with their needs. A customer service representative will often answer customer phone calls and emails, responding to customers' questions and concerns.

Duties / Responsibilities

• Navigate between multiple systems to resolve complex customer concerns as it relates to one or more products or services
• Respond to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution
• Manage customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service
• Provide follow-up by completing appropriate records and documentation
• Maintain current knowledge of Company systems, policies, procedures, reporting and other information to identify customer needs and ensure customer satisfaction
• Consider each customer contact as an opportunity to sell or promote additional value-added products or services offered by the company
• Perform basic troubleshooting for one or more products or services
• Adhere to a set schedule including breaks, lunches and schedule open time to ensure availability to answer the customer's call and provide exceptional service
• Uncover customer wants, interests and needs in each customer interaction to effectively save the product and offer additional products and services
• Guide and process customer orders and inquiries in a fast-paced environment
• Provide knowledgeable answers to questions about products, pricing and availability
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service
• Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Track all calls received and communicate resolution to impacted parties as necessary
• Follow-up with customers regarding problem resolution
• Escalate and notify management of business impacting problems
• Demonstrate sensitivity to customer perspective
• Submit workflow emails related to new contracts or changes
• Process customer requests for changes, generating reports and access to mobile applications
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Complete contract forms and prepare change of ownership paperwork in a timely manner
• Act as back-up to front desk as needed
• Any other tasks, as assigned

Join a Company Where Your Contributions Directly Pay Off

We believe in sharing success with our employees, which is why our benefits are designed to invest in you—now and in the future:

• Generous Profit-Sharing Bonus — share directly in the company's success and reap the rewards of what we build together
• Competitive Medical, Dental & Vision coverage
• Company-paid Life Insurance & Short-Term Disability
• Paid Holidays and PTO
• Medical Deductible Reimbursement & Wellness Benefit Programs
• 401(k) with Company Match

Qualifications

• High School diploma or GED equivalency
• One (1) year of customer service experience
• Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems
• Good written communication skills to include accuracy and relevant client information
• Ability to work with confidential information in a professional manner
• Ability and willingness to work a flexible schedule/overtime, as needed
• Ability to adapt to change and work in a fast paced environment
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Excellent communication and organizational skills as well as a friendly and outgoing personality
• Must be well organized, detail-oriented and have excellent time-management skills

Physical Requirements

• The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.
• While performing the duties of this job, the Team Member is regularly required to talk and hear.
• Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
• The Team Member is occasionally required to lift and/or move 50+ pounds, sit; stoop, bend and kneel.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc. This is a full-time position. Core days/hours are Monday through Friday, 8:00 am to 5:00 pm, Saturday and Sunday, 8:00 am to 4:00 pm. (Weekend rotation schedule.) Evening hours are Monday through Friday until 8:00 pm. Occasional overtime required.