Inbound Customer Success Rep I

Position : Inbound Customer Success Representative

Reporting to : Supervisor, CS Team Leads

OVERVIEW :

Join a growing division of a growing company in Rochester, NY. Seeking a career-minded, positive, energetic, hardworking, self-driven Customer Success Representative. Passionate about customers and the customer experience. Focused on activities that help drive company revenue. AeroSafe Global will provide the appropriate training for this position.

Position Objective :

The Inbound Customer Success Representative interfaces with customers via inbound calls. This position facilitates the return of our leased assets and supports inventory management. Keeping customer satisfaction at the core of every decision and behavior.

Duties & Responsibilities :

• Full-time : Monday - Friday, hours TBD, at the AeroSafe Buffalo Road office
• Deliver the highest level of Customer Service on a daily basis.
• Manage, direct, and resolve heavy inbound calls from customers throughout the day.
• Identify customer needs, investigate situations, and provide solutions for issues presented.
• Diffuse difficult customer situations.
• Multi-task competing priorities in a professional and efficient manner.
• Follow Customer Success Team SOPs and WI's when handling different topics, including tracking, documentation, and metrics associated with AeroSafe assets utilizing excel and in-company CRM.
• Maintain data integrity within company CRM (Salesforce)
• Collaborate with team members and coordinate solutions for customers.
• Interface with multiple internal business functions
• Establish and maintain good customer relations with both internal and external customers.
• Other tasks as assigned.

Qualifications / Experience :

Physical Requirements

While performing the duties of this job, frequently will be required to sit; type; use hands to finger, handle or feel objects, tools, or controls (some repetitive motion); and talk or hear. Also, occasionally will be required to stand, walk, reach with hands and arms, bend, stoop, kneel, and crouch and lift and / or move up to 10 pounds. Specific vision abilities required by this job include some close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tools & Equipment :

PC, printer, telephone, fax machine, copier, and other office equipment.

Equal Employment Opportunity Policy :

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.