At a glanceSummarised by Seekless from the posting.
Must have10
Prior experience working in a customer service
Prior success in achievement of personal and team sales quota/goals
Experience in high-volume calling
Experience learning new technology and data
Process orientation and ability to follow call scripts
Problem solving skills
Excellent knowledge of MS Office programs
Experience working with Salesforce.com or similar CRM
English (Required)
Spanish (Required)
Eligibility1
Experience or willingness to work from home
Skills
MS Office
Salesforce.com
Job Title:
Associate, Customer Success - Bilingual
About the role
Job Description
The Associate Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.
Requirements
Key qualifications:
•
Prior experience working in a customer service
•
Prior success in achievement of personal and team sales quota/goals
•
Experience in high-volume calling
•
Experience learning new technology and data
•
Process orientation and ability to follow call scripts
•
Problem solving skills
•
Excellent knowledge of MS Office programs
•
Experience working with Salesforce.com or similar CRM
•
Experience or willingness to work from home
Responsibilities
Key responsibilities:
•
Manage high volume of customer contacts and communications through phone and email each day
•
Use contact search and productivity tools to verify contact information is accurate
•
Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
•
Develop a level of product knowledge to speak intelligently to customers and address specific objections
•
Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
•
Capture customers’ product expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”
•
Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
•
Work with teams and management to promote a positive customer experience