Customer Success Representative

Job Description

REQUIREMENTS

• High school diploma, GED, or college-level education
• MUST have a minimum of 2+ years of Customer Service experience providing support in a REMOTE environment
• Comfortable managing both phone and messaging queue conversations
• Remote experience handling technical troubleshooting and issue resolution
• MUST be able to work a flexible schedule including evenings and weekends
• Ability to work in a remote setting with a reliable internet connection
• Great communication skills, internally with team members and externally with customers
• Strong time-management skills
• Goal-oriented mindset
• Leads by example using a proactive approach to provide optimal customer support

Preferred

• College degree
• Experience working with Zendesk or a similar CRM system
• Appreciation for the outdoors 
• Coachable, empathetic mindset
• Ability to multitask

RESPONSIBILITIES

• Serve as the main point of contact for our client’s customers via phone and any other channels deemed necessary
• Quickly become an expert in our client’s product suite
• Resolve customer inquiries
• Maintain a quality rating by following procedures and acting in the customers’ best interests
• Record all interactions with customers in the provided CRM system
• Meet evolving department goals and metrics
• Analyze a customer’s service needs and refer to other service or technical departments for follow-up as needed
• Resolve routine problems and communicate solutions or requested information to the customer
• Maintains an active attendance record throughout the course of this position with little to no tardies. 

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