About the
job :
Ensuring customer success is our top priority. We mean it -we have 3 top priorities and ensuring customer success is at the top.
We are committed to delivering an amazing experience at every step of the customer journey. We take great pride in creating real success for real people.
The Customer Success Representative will play a critical role in providing great customer service and actively engaging with our customers, and driving all areas of the organization to prioritize our customers’ needs.
In this role, you will build a broad knowledge base spanning customer communication by phone, text, and email, customer onboarding, and service ticketing.
The ideal candidate is someone with extraordinary initiative who is customer-obsessed. With this role as a starting point, there is a clear growth path to take on roles in Customer Success or Operations.
Duties and Responsibilities :
- Respond quickly and enthusiastically to customer inquiries across all channels (phone, support chat, email)
- Provide level 1 support and coordinate customer service needs for leads and pending applicants
- Turn negative experiences into positive ones by quickly resolving product and delivery issues
- Collect post-delivery feedback to understand the full customer journey and to identify areas for improvement
- Help expand our internal knowledge base and processes to streamline operations
- Assist with marketing initiatives and other special projects as they come up
Qualifications :
Above all else, you are passionate about making customers happy. You have off-the-charts initiative, are super organized, resourceful in getting things done, analytical in how you set priorities, and won’t rest until a job is done.
You work hard to earn the trust of our customers. You’re thrilled at the opportunity to talk to customers and take care of whatever it is they need.
- 5 years of experience in a similar role
- Proficiency in HubSpot is required
- Full understanding of the basics of our products and processes
- Strong communication skills, written and verbal
- Receiving and placing customer service telephone calls
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
- Resolving customer complaints, managing database records, drafting status reports on customer service issues
- Data entry and research as required to troubleshoot customer problems
- Outstanding technical aptitude and can quickly learn the ins and outs of our technical platforms to optimize the customer experience
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