Job Description

Job Description

Job Description

Description:

The Customer Success Specialist is responsible for the health, retention, and engagement of our services with our customers. This role will aid in proactive outreach to customers for feedback and make suggestions to improve the overall customer experience. This position is responsible for the review of customer satisfaction surveys as well as the resolution of issues brought up in surveys. The Customer Success Specialist will make decisions using customer satisfaction tools to help resolve customer concerns and to ensure customer satisfaction. Customer interaction will be accomplished through a combination of inbound/outbound phone, video conferencing, email, and other correspondence.

Core Qualifications:

• Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm.
• Act as a resource of all product knowledge and service support.
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
• Act as a liaison between customer and support by following up to ensure customer satisfaction.
• Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous and professional manner, displaying knowledge and concern for their needs.
• Exhibit strong follow up and organizational skills, in both verbal and written communication.
• Responsible for resolving customer issues using all available resources, including field and support personnel, subject matter experts' and leadership.
• Responsible for documenting customer inquiries and concerns.
• Ability to meet specified goals as set forth by management.
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
• Perform other duties as assigned.

Required Skills and Abilities

• Proficient in using Microsoft Office suite: Excel, Word, Outlook, and Power Point.
• Attention to detail and superior organization.
• Proactive with an ability to work independently.
• Good verbal and written communication skills.
• Ability to meet project deadlines.
• Flexible attitude, ability to perform under pressure.
• Excellent time management skills.
• A commitment to quality and thorough approach to work.
• Ability to work well within a team environment.
• Strong attendance and dependability.

Education and Experience:

• High School Diploma or equivalent. (Associate degree preferred)
• 1+ year of experience in customer service. (Customer success experience with a demonstrated track record of success preferred)

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