Customer Success Representative

Résumé du poste

The Customer Success Representative serves as the primary point of contact for customers, handling calls and resolving concerns. They act as a liaison between customers, technicians, and sales while managing contract reviews and order processing.

Détails du poste

Role Profile Reporting directly to the Head of Customer Success, the Customer Success Representative is critical as the first impression of Citron. This role includes helping to field customer calls, serve as a liaison between customers, service technicians, and sales representatives, and complete reviews and approvals of contracts. This role would assist customers in scheduling services and be the first point of contact to resolving concerns and work closely with Sales on their contracts review and approval. They must have excellent computer skills, good problem-solving ability, CRM (Sales Force) and superb communication and interpersonal skills. The position requires time on the phone, a good deal of patience and the ability to multi-task. __________________________________________________________________ _______________ Key Responsibilities Under the supervision of the Head of Customer Success, the duties and responsibilities of the Customer Success Representative include, but are not limited to, the following: Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal systems and customer purchase orders. Initiates required action for response to customer service requests. Process credit card information for online orders. Ensures and provides quality service to both internal and external customers. Responds professionally to all customer calls, providing exceptional resolution to customer issues and complaints, where required. Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues. Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports. Performs assigned system maintenance to various electronic order or customer files. Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department. Assisting to manage the service queue in Salesforce. Review, audit and approve Sales contracts Other duties as assigned. Departmental/Organisational Impact Internal: Ongoing contact with personnel at all levels within Citron – especially but not limited to: - regional and strategic team members in sales, operations, finance and sales support functions, Team leaders, Sales leadership, Sales Operations team members. External: Customer Contacts will include local decision makers, business owners and existing customer contacts. ______________________________________ ____________________ Knowledge and Experience Essential Proficiency in Microsoft Office and suite of programs. 2 -5 years of experience in a call centre environment Must be willing to work flexible hours between 8 a.m. and 8 p.m. on weekdays; Able to work on a computer for long periods of time; Desirable Experience in retail or hospitality considered an asset. Experience with Salesforce will be considered an asset. Knowledge of the washroom or consumable industry markets. Outbound calling – soft selling skills ________________________________________________________________________________________ Skills Required Ability to successfully navigate with all departments with tact and diplomacy. Outgoing personality. Ability to multitask. Strong in customer relations; and Excellent telephone skills It is required to spend long hours concentrating, which will require attention to detail and high levels of accuracy; It is required to meet a number of deadlines that can cause stress. __________________________________________________________________________________________

Ce que vous ferez

The Customer Success Representative serves as the primary point of contact for customers, handling calls and resolving concerns. They act as a liaison between customers, technicians, and sales while managing contract reviews and order processing.

Exigences

Candidates must have 2-5 years of call center experience and proficiency in Microsoft Office. Strong communication skills and the ability to work flexible hours between 8 a.m. and 8 p.m. are required.

Compétences indiquées

• Service à la clientèle · Souhaitée
• Sens de l’organisation · Souhaitée
• Microsoft · Souhaitée
• Souci du détail · Souhaitée
• Vente · Souhaitée
• Communication · Souhaitée
• Accuracy · Souhaitée
• contracts · Souhaitée
• Time · Souhaitée
• Audit · Souhaitée
• Flexible · Souhaitée
• Customer · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Relations
• Salesforce
• Microsoft Office
• Problem Solving
• Communication Skills
• Interpersonal Skills
• Multitasking
• Contract Review
• Telephone Skills
• Attention To Detail
• Tact And Diplomacy
• Order Processing
• Outbound Calls
• Sales Support
• Customer Contacts
• Sales Leadership
• Tactfulness
• Patience
• Customer Success Management
• Customer Service Management
• Diplomacy
• Auditing
• Customer Relationship Management
• Customer Service
• Communication
• Computer Literacy
• Finance
• Sales
• Selling Techniques
• Interpersonal Communications
• Contract Of Sale
• Sales Operations
• Scheduling
• Detail Oriented

Domaines d’emploi

• Customer Service & Support
• Sales
• Administrative
• Customer Success Representative
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel