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
• Always acts in the best interests of the Company and does not permit outside interests to interfere with job duties or influence actions on behalf of the Company, in alignment with our client’s Employee Code of Conduct

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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