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Customer Success Agent
at smithREgroup in California
SmithREgroup is looking for a service-oriented Customer Success Agent to carry out the vision and strategy for the voice of the customer and deliver a meaningful and differentiated customer experience. As a Customer Success Agent, you will be working with customers, internal and external. You will also be responsible for helping to develop the direction of customer success, executing excellent customer service to ensure a successful customer experience, and developing best practices for customer engagement across all areas. The goal is to make sure that customer value is maintained to the standards set forth by SmithREgroup’s customer-focused culture.
Responsibilities:
Represent the voice of customer throughout the customer lifecycle to ensure consistent alignment based on customer research and feedback.
Grow a team of world-class customer representatives specific to our business.
Work closely with the Sales team to further develop the engagement process, partner with engineering and carry out strategic goals collaboratively.
Work with cross-functional business teams to understand current challenges and goals. Partner with to help support and shape customer experience strategy.
Guide investment of customer service through the development of a multi-year growth strategy.
Navigate customer support tools, measure KPIs, create and manage necessary reporting.
Follow, recommend and own communication procedures, guidelines and policies. Develop and maintain the best version for CompuNet.
Maintain records of customer interactions, inquiries, concerns and resolutions. Use the data to plan investments appropriately.
Develop, distribute, analyze and complete timely follow up to Voice of the Customer surveys in align with broader Voice of the Customer initiative.
Professionally handle complaints, provide appropriate and timely follow up to ensure quality resolution and customer retention. Ensure appropriate resources are aligned to retention measurement and metrics.
Utilize excellent customer service skills and ensure successful customer experience. Develop these standards for internal messaging and external communication with customers, partners, and industry standards.
Promote the idea of customer service throughout the company. Be open to feedback and perceptions of alignment internally amongst all business units.
Qualifications:
Proven work experience in Customer Success
Strong presentation skills
Ability to build strong collaborative business relationships.
Proven experience assisting customers on phone, live chat, email, and social media submissions.
Active listener with excellent communication skills.
Ability to create positive internal and external customer experiences.
Sound judgement and critical thinking.
Ability to effectively prioritize and execute tasks.
Familiarity with our industry is a plus.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Reference : Customer Success Agent jobs
Reference : Customer Success Agent jobs
Published at 18-06-2023
Viewed: 53 times
Viewed: 53 times