Customer Success Specialist

Functional Area: Administrative Support; Client Service • Full-Time • In Office / Partial Remote from Neenah/Appleton/Oshkosh area • Monday - Friday 8am - 4:30pm

About the role

J. J. Keller is hiring a Customer Success Specialist to join our Consulting Services team. Founded over 70 years ago, we serve 500,000+ companies with solutions and expert insights to help create safe work environments and simplify the complexities of compliance. As a Customer Success Specialist, you will act as a point of contact for our clients for routine support issues, source hotels for client training events, and offer administrative support to the Consulting team.

Responsibilities

• Establish and maintain relationships with assigned clients and manage the client relationship.
• Serve as the primary interface between J. J. Keller and the client, including:
  • Frequently contacting assigned accounts to build/enhance relationships and clients’ understanding of the service.
  • Successfully transitioning clients to subscription services, ensuring they understand the service and roles/responsibilities.
  • Providing assistance with billing issues, ordering training content/supplies, etc.
• Conduct quarterly follow-ups with subscription clients and engage Driver Training Managers and Driver Trainers as warranted.
• Independently analyze and resolve support issues in line with knowledge level. Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of issues.
• Document all calls (phone and emails) including contacts, suggestions, and resolution to issues.
• Identify service enhancements based on customer feedback for continuous improvement of the solution and provide feedback to key stakeholders.
• Follow escalation procedures to provide a seamless customer experience and allow the team to effectively resolve customer inquiries.
• Proactively identify at-risk clients and develop strategies to improve satisfaction and retain the client.
• Regularly collaborate with Sales and Sales Leadership to provide visibility to client issues and promote future business.

Requirements

• 2+ years of customer service experience, preferably in a high-volume, service environment.
• High School Graduate or General Education Degree (GED).
• Proficient in the use of a PC and MS Office Suite.
• Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
• Effective time management to balance needs of escalated clients while engaging with the entire account base.
• Commitment to providing outstanding client service.

Physical Requirements

• Work is performed primarily in a standard office environment.
• Work involves operation of personal computer equipment for extended periods of time.
• Occasional travel to customer sites and/or industry and training events may be required.

Benefits

• Annual Reviews, Merit Increases & Quarterly Bonus Program (paid out when company goals are met).
• Medical / Dental / Vision Insurance.
• Tuition Reimbursement (eligible your first day).
• 401(k) with Employer Match + Company-Funded Annual Profit Sharing.
• 17 Days Paid Time Off (PTO) + 8 Paid Company Holidays + 1 Paid Floating Holiday.
• Free Onsite Wellness Clinic for associates near our corporate office + free telehealth coverage for all associates.
• Free access to our onsite Fitness Center + additional 24/7 access to FLEX by Fitness on Demand for workouts at home.
• Near 1-mile long walking trail that wraps around the campus.
• Multiple collaboration stations.
• Onsite café offering breakfast, lunch, and multiple à la carte items.