The Customer Success Representative is responsible for directly engaging with customers to communicate information regarding available products and services, answering and addressing specific inquiries and concerns, and assisting in the sign-up or enrollment process. As the Customer Success Representative, you must be proficient in building rapport and establishing relationships with various types of people. The main objective of this position is to combine your previous experience in customer service and your energetic, tenacious personality as a way to deliver an exceptional customer experience.
As a team, we are committed to challenging the status quo of the customer experience and, instead, delivering an experience that is solutions-focused, personal, and up lifting. This is also how we approach our team when it comes to personal development and advancement opportunities. Our mission is to uplift each team member to pursue their personal goals and attain the level of growth and success they are looking for.
Responsibilities of the Customer Success Representative:
- Provide pertinent product and service information to customers
- Directly consult with customers to understand their wants and needs and provide curated recommendations that address both
- Develop and build relationships with new customers
- Answer and address questions and concerns in the most efficient way and escalate concerns to the appropriate department or team member
- Overcome objections respectfully and professionally
- Ensure complete satisfaction throughout the entire experience
- Receive customer feedback regarding the products, services, and sign-up process to relay to upper management and improve the customer experience
- Attend daily meetings and training sessions to build upon product knowledge, learn new customer services tactics, and stay up to date on available promotions
Requirements of the Customer Success Representative:
- Prior sales, customer service, cold-calling, or client relations experience
- Possess a solution-oriented mindset with the ability to overturn objections and answer technical questions, address customer's needs, and react quickly
- Excellent presentation, negotiation, and verbal communication abilities
- Independent and self-motivated, but can also work effectively in a team setting
- Work with a multitude of people both externally and internally with customers and team members
- Outstanding time management, prioritization, and organization skills
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