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

Telarus jobs

Customer Success Specialist