Description

The Customer Service Representative will be responsible for managing non-technical inquiries from customers related to their renewals, up sell and cross sell interests, cancellations, account administration, and billing. The role involves responding to incoming transactional requests, while working on strategic mass outreach to the customer base to help improve the likelihood of a customer renewing.

Looking for experience in a email/phone-based customer support or customer service role. Familiarity with the basics of enterprise software business or Software-as-a-Service would be welcome.

This person must be a self-driven, highly motivated individual who thrives in a fast paced environment and can coordinate and work as part of a larger team to improve overall customer health and satisfaction.

Responsibilities:

• Identify and assess customers’ needs to achieve satisfaction
• Effectively triage and route customer issues while maintaining high responsiveness and communication feedback
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team goals around customer retention and issue resolution
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Requirements

• 4 Year College Degree or relevant previous work experience in a client services/customer success role
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of customer challenges
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively