Position: Sr. Customer Success Admin
Location: Remote
Job Id: 1903
Velocity is seeking to hire a Sr. Customer Success Admin. The Senior Customer Success Admin supports the Customer Success team by performing a variety of administrative and customer service tasks. This role will work with various Customer Success Managers, Project Coordinators, Technical Support, and other internal teams with a focus on serving our external customers. This role is fully remote, working 9am-5:30pm EST Monday-Friday or hybrid at our Holland, OH office location.
Primary Duties & Responsibilities:
- Customer facing
- Strong Communicator - Responding to customer correspondence
- Ability to manage and prioritize multiple tasks
- Timely management of customer data
- Proficient in Word & Excel
- Maintain timely, accurate customer records
- Customer Report Generation
- Review, triage, and handle all customer tickets for low engagement clients
- Ticket creation or monitoring
- Tracker Management and Creation
- Inbox Management
- Maintain timely, accurate customer records
- Frequently audits customers to ensure embedded base and contract renewals are complete.
- Contacting customers to update them on dispatch dates/times
- Creating customer locations in VSelect
- Relaying information between carrier tickets and customer spreadsheets
- Filling out contracts
- Submit and process disconnect requests
- Gathering information from tech tickets to assist with document creations where needed
- Placing order requests (when needed)
- Handling customer equipment order requests
- Providing overall admin support to Project Coordinators and Customer Success Managers
- Other Duties as assigned by leadership
Qualifications, Experience & Education:
- High school diploma
- 3+ years’ Customer service-related experience. Previous telecom/IT experience preferred but not required.
- Strong customer service experience that showcases a professional, patient, and courteous approach to working with customers, visitors, and other team members.
- Demonstrated ability to work in a fast-paced, customer-centric environment
Knowledge, Skills & Abilities:
- Proficient in MS Office applications with specific emphasis on Excel and Outlook
- Ability to learn and understand custom software systems/portals and other online tools
- Strong organizational and analytical skills with attention to detail
- Strong communication, presentation, and interpersonal skills
- Strong attention to detail and analytical ability to problem solve
- Self-starter and can work well independently as well as with others on a team
- Ability to manage and prioritize multiple tasks and projects with a sense of urgency
- Ability to remain calm in stressful situations
- Work independently
- Ability to handle multiple client requests at once
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Parental Leave
- Paid Sick Time
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
