Customer Success Representative

Deliver unparalleled customer service by consistently exceeding expectations and building strong, lasting relationships through open communication, reliability, and a customer-centric approach. Provide prompt and efficient assistance to meet the evolving needs of Marco’s valued customers and employees.

Responsibilities

• Handle and prioritize incoming client calls, emails, and correspondence efficiently, assessing urgency and severity to set priorities. Record and assign tasks accordingly.
• Provide prompt and detailed communications to internal and external clients.
• Review accounts for upsell and cross-sell opportunities and escalate as necessary.
• Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing further escalation.
• Maintain contact center expectations.
• Verify and maintain client contact and database information.
• Function collaboratively as part of a fast-paced, client-oriented team.
• Develop and support best practices and operational procedures to create efficiencies.
• Accurately maintain and comply with documentation and administrative procedures in a timely manner, including time entry processes.
• Uphold business ethics by supporting Marco’s vision, mission, and values.
• Exemplify the Gold Standard Experience through every interaction.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the employee handbook.
• Perform other related duties as assigned.

Requirements

• High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience.
• 0-3 years of experience in Customer Service or a related field preferred.

Skills

• Natural aptitude for outcome-based reasoning.
• Excellent verbal and written communication skills with internal and external customers.
• Self-starter with the ability to plan and implement sales strategy with limited supervision.
• Ability to thrive in a competitive, goal-driven environment.
• Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity.
• Ability to prioritize responsibilities and operate with changing priorities.
• Demonstrated ability to work effectively and professionally with all types of people and situations.
• Strong attention to detail to ensure accuracy and quality.
• Strong desire to help others achieve success, anticipate needs, and take initiative to ensure positive sales outcomes.
• Proficient with business collaboration tools including Microsoft Office Suite, CRM, and company-specific programs.

Pay

$19.10–$27.70 hourly