Overview:
The Customer Success representative plays a key role in ensuring customer satisfaction, retention, and seamless onboarding. This role involves cross-functional collaboration, proactive customer engagement, and ongoing process optimization to improve the overall customer experience. Onboardingnew customers of BalsamWest. Onboarding means we do our job upfront to ensure our customers remain with BalsamWest because we offer superior customer service. Developing a relationship with our customers to ensure trust and understanding of our products. Following up with our customers on an inquiry, service, or problem. Recommendation of products to better serve customer needs. The successful applicant should possess’ exceptional computer skills with Word, Excel, and other Microsoft Office Programs. Good written and verbal skills are required. Telecommunications experience is desired. The position reports to the Customer Operations Manager.
Job Description
- Proactively engage with customers via check-in emails and calls to address concerns and ensure satisfaction.
- Scheduling
- Escalate issues/service tickets to other departments.
- Send customers maintenance and outage notifications via different platforms.
- Manage incoming communications via different platforms.
- Recommend potential products or services by collecting customer information and analyzing customer needs.
- Manage enterprise accounts and allocate client success tasks appropriately.
- Identify and escalate ongoing issues by working with field and network teams to prevent service disruptions.
- Collect customer feedback through surveys on installations, service calls, and disconnect reasons.
- Assist in targeted campaigns to transition customers from outdated products to improved plans and services.
- Oversee the account creation process, including order entry and onboarding tasks.
- Manage customer onboarding through Rev, ensuring accurate tagging and field updates.
- Conduct Adobe progress checks in scheduled time blocks to maintain efficiency.
- Ensure seamless transition of tasks by logging completed actions and avoiding duplication.
- Transfer scheduling-related calls to the appropriate queue based on service type.
- Support scheduling transitions by managing appointments and allocations as needed.
- Assist in CCV office management, ensuring team members rotate and maintain in-office presence.
- Track customer issues via ticket reporting to improve service quality.
- Generate reports to identify high-risk customers and create retention strategies.
- Work with internal teams to assess bandwidth usage and recommend service upgrades.
- Monitor and improve automation processes for efficient client success operations.
- Act as the customer gatekeeper.
- Remain knowledgeable of market and industry trends.
Other duties as assigned in regular job performance or duties assigned due to growth
Minimum skills/experience:
- Display a true and sincere effort to assist customers and fellow employees
- 2-4 years related experience and/or training; or equivalent combination of education and experience.
- Ability to work from home and stay on task and focused to perform job duties.
- Ability to read, analyze, and interpret general business periodicals, professional journals.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Team-oriented and customer-focused with excellent interpersonal skills. Must have good problem-solving and resolution skills.
- Must possess excellent verbal and written communication skills with the ability to analyze and interpret business trends, technical procedures, and government regulations. Ability to effectively present information to all levels verbally and in written reports.
- Display self-motivation, attention to detail, organization, and the ability to handle multiple priorities.
- Basic computer use and knowledge.
- General understanding of accounting and math principles.
- Can perform daily tasks without supervision.
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
- Can resolve a wide range of issues in creative ways.
- Developing professional expertise.
- Demonstrates follow-up and follow-through with customers and fellow employees.
- Uses skills to contribute to the company’s objectives and principles and to achieve goals in creative and effective ways.
- Works on significant and unique Issues, exercises independent judgment.
- Acts independently to determine methods and procedures for new or special assignments. Takes initiative to receive these special assignments.
- Identify and assess customers’ needs to achieve satisfaction.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Maintain ongoing relationships with the customer base and continue to build sustainable relationships of trust through open and interactive communication.
- Work cross-functionally across all departments to ensure a seamless customer experience.
- Prioritize the customer base.
- Train customers on service features, use of products, and equipment.
- Onboarding.
- Successful candidates will be self-motivated, attentive to detail, well organized, and able to handle multiple priorities.
This is a remote position.
