Customer Success Consultant

About the role

The Customer Success Consultant will bridge the gap between the Customer Success team and the National Accounts On-Premise customers. This role focuses on ensuring full compliance with beverage program mandates, understanding digital needs, and driving proof enrollment and adoption.

Responsibilities

• Establish and develop quality customer relationships by delivering exceptional customer service, establishing rapport, identifying, and exceeding customers' needs and expectations
• Work with National Account On-Premise customers to drive full compliance to beverage program mandates including distribution and other activations
• Act as a liaison between local accounts and SGWS Account Directors/VPs who work with purchasing groups
• Work with National Account On-Premise customers to understand digital needs, communicate future enhancement requirements to our technical team, and drive Proof Enrollment and Adoption
• Acquire in-depth industry and company knowledge to articulate product features, benefits, and pricing and make recommendations to include core and innovative products within the compliance guidelines for that National Account
• Able to work under time pressure and maintain/produce accurate Customer Records to reflect account status while providing a high level of service and efficiently resolving concerns posed by the customer
• Handle large volumes of orders and inbound support calls for a variety of customers with a unique set of needs (e.g., corporate vs franchisee dynamics, Authorized Products, varying escalation paths)

Requirements

• High School Diploma/GED and 1- year of Customer Service experience in a business environment or equivalent combination of education and experience
• Proficient in Microsoft Office, including Outlook, Word, and Excel
• Accurate data-entry skills
• Effective verbal/written communication skills in carrying out job duties with various departments and levels of management
• Must be at least 21 years of age

Qualifications

• Must be flexible and able to work any hours that the call center is open
• May be required to work many holidays and weekends and the team will be asked to fulfill the business need
• Perform other work-related duties and special projects as assigned

Skills

• Exceptional customer service skills
• Strong communication and problem-solving abilities
• Ability to manage multiple tasks and priorities
• Knowledge of beverage industry and company products

Benefits

• Comprehensive medical and prescription drug coverage
• Dental and vision plans
• Tax-saving Flexible Spending Accounts
• Disability coverage
• Lifetime life insurance plans
• 401(k) plan
• Tuition assistance
• Wellness program
• Paid time off including vacation, sick leave, and holidays

Pay

Competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees.

Schedule

Shifts may change. May be required to work many holidays and weekends and the team will be asked to fulfill the business need.