Customer Support/Ops Specialist III

About the role

The Client Success Specialist serves as a trusted resource for customers, providing exceptional support for billing inquiries, service requests, product information, suggestions, and complaint resolution. This role combines strong customer relationship skills with analytical problem-solving to deliver effective solutions while identifying opportunities to enhance customer value.

Responsibilities

• Deliver exceptional customer service by responding to billing inquiries, service requests, suggestions, and customer concerns in a timely and professional manner.
• Resolve complex customer inquiries and complaints fairly, effectively, and with sound business judgment.
• Provide accurate product and service information while identifying opportunities to strengthen customer relationships and support revenue growth through additional products or services.
• Recommend and implement customer-focused solutions that improve the overall customer experience.
• Analyze customer issues from a broad perspective and develop innovative, effective resolutions.
• Interpret internal and external business issues and recommend best practices that improve operational performance.
• Collaborate with cross-functional teams to ensure customer needs are addressed efficiently and consistently.
• Work independently while exercising sound judgment, seeking guidance only on the most complex situations.
• Support continuous improvement initiatives by identifying process enhancements and sharing recommendations.
• Train, coach, and mentor junior team members, serving as a subject matter expert within the Client Success organization.
• Maintain high standards of productivity, quality, and professionalism while contributing to team success.

Requirements

• Have a bachelor's degree or equivalent work experience.
• Have experience in Client Success, customer service, or a related customer-facing role.
• Demonstrate excellent verbal and written communication skills with a strong customer-focused mindset.
• Have the ability to resolve complex customer issues using sound analytical and problem-solving skills.
• Be able to work independently while effectively managing multiple priorities.
• Have experience interpreting customer needs and recommending appropriate solutions.
• Be comfortable collaborating across multiple teams and functions in a dynamic environment.
• Demonstrate the ability to identify opportunities for process improvements and operational efficiencies.
• Have experience mentoring or coaching team members, or the ability to provide guidance as a subject matter expert.
• Be proficient with Microsoft Office and customer relationship management (CRM) systems.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits.
• Retailer Benefits: 401(k) with match and an Employee Share Purchase Plan.
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs.
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits.
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts.
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.