What are the responsibilities and job description for the Customer Success Representative position at AMERICAN REFRIGERATION COMPANY, LLC?
ARC is seeking Customer Success Representative to join the team. The Customer Success Representative is responsible to make sure our existing customers extend and expand their business relationships with ARC. Reporting to the Director of Sales, you will work closely with the sales team and operations to understand the current state of our customer relationships, proactively contact existing customers, educate them on new developments at ARC, renew their existing contracts, and cross-sell them additional products and services.
The Customer Success Representative will be responsible for:
ESSENTIAL FUNCTIONS
- Understand the ARC go-to-market strategy and the importance of this role
- Manage the ongoing relationship with ARC’s existing customers through proactive outreach (phone and email primarily)
- Build awareness of the growing geographic and services footprint of ARC Mechanical through effective communication to customers
- Research client contracts and account history to understand upselling and cross-selling opportunities
- Ensure customer contract renewal by contacting customers near the end of their contract term and reinforcing the value ARC is providing
- Based on account contract and history, propose incremental or additional products and services that could add value to both the customer and ARC
- Document all interactions in the CRM system
- Accurately update/document customer information within the CRM database
- Escalate issues to sales, service, or operations leadership
- Refer leads to the sales team, when the opportunities are out of scope for this role
- Field and respond to inbound questions from customers – engaging other in the organization as appropriate
- Answer customer questions or inquires
- Other duties as assigned
QUALIFICATIONS EXPERIENCE
- Bachelor's Degree preferred
- 3 years in sales or customer service-related role
- Construction industry experience a plus
- Excellent communication skills – both verbal and written
- Professional demeanor – both in person and over phone
- Excellent customer service skills - professional and patient
- Phone/Call experience helpful
- Desire to work in a growing, dynamic, and ever-changing organization
- Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
- Ability to work well with teams and independently
- Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
- Develop and maintain positive working relationship with all internal clients and contacts
- Ability to communicate with coworkers at all levels in the organization
- Strong analytical skills
- Ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
- Ability to understand, remember, and apply oral and/or written instructions or other
- Ability to travel as needed
