Reports To:
Director of Customer Success
Overall Responsibility:
The responsibility of the Customer Success Specialist is to ensure that customers receive the proper support to maintain and resolve issues for their account. And will assist will order implementations for the team. Customer support can enhance the customers experience, reduce attrition, and enhance overall customer satisfaction. This position will be dedicated to assisting and resolving those cases quickly and accurately for the customer, as well as ensuring their orders install correctly and in a timely manner. This position will also assist the internal team with ensuring we have accurate data in our database. They will assist with data cleanup and provide reporting on a consistent basis.
Key areas of Responsibility:
- Interact with assigned customers to resolve customer service issues
- Working with suppliers and customers on order installation.
- Manage, monitor, escalate and drive to resolve customer service issues
- Escalate customer service issues as needed with suppliers and internal resources
- Ask probing questions, assess customers’ needs and recommend appropriate solutions
- Handle MACD (moves, adds, changes, deletes) for named accounts and negotiate customer credits, if needed.
- Work efficiently with the team to complete projects that will impact customer satisfaction
- Conduct billing reviews and audits as needed
- Continually self-educate and remain up to date on industry, services, and trends
- Contact, build, and maintain working relationships with supplier contacts
- Train and keep up to date with emerging carrier products, services, and processes
- Log all activities, notes, and tasks in back-office CRM
- Create professional proposals for the team to present to customers
- Gather reports for the team for internal meetings
- Gather reports for account managers to conduct monthly partner meetings
- Work with suppliers and vendors to coordinate training for our internal team.
- Utilize multiple platforms to gather customer contact information for accounts that need updated information
- Communicate regularly with partners on the status of their customer service cases
- Work with internal resources to better understand assigned partners and resources available
- Report activity and monitor progress on a weekly, monthly, quarterly, and annual basis.
- Meet regularly with supervisor to review overall achievement of goals and address gaps.
- Conduct proactive communication with customers to develop relationships through phone and email interactions.
Consults With:
- End user customers
- Agent and VAR Partners
- Supplier Channel Managers
- Telarus Field Support Managers
- Telarus Partner Experience Advocates
- Engineering and Complex Provisioning
Required Qualifications:
Minimum of 1-2 years of experience in Telecom
Additional Skills and Qualifications:
- Ability to work effectively with customers at 'C' and other levels of management.
- Ability to work independently and think on one’s feet on a daily basis.
- Creative and innovative with an ability to think and solve problems strategically.
- Proficient in Microsoft O365 Products
- Salesforce experience is a plus
- Aggressive and goal oriented with a history of hitting and exceeding goals
- Excellent verbal and written communications skills including the ability to explain complex issues in a clear and thorough manner as evidenced in personal interviews and via telephone.
- Proactive, self-motivated, and driven to be successful at all levels
- Ability to assess and understand customer needs and recommend appropriate solutions
- Ability to ask probing questions, identify pain points and identify opportunities
- Ability to multitask and manage multiple projects and customers at the same time
- Very organized and detail oriented with excellent follow up skills
- Strong collaboration skills and ability to work alongside multiple team members
- High capacity to learn and adapt
- History of honest and ethical interaction and treatment of customers
- Confidence coupled with necessary empathy to quickly set any customer at ease.
Unlimited PTO
Medical, Dental, Vision, and Life Insurance
401K
