Customer Success Specialist

Banko Overhead Doors is searching for a friendly and highly analytical Customer Success Specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, provide training to new hires and support the department management and lead roles.

A top-notch Customer Success Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

• Promptly responding to customer queries via email, phone and in-person channels.
• Immediately escalating serious complaints or issues that you are not equipped to deal with.
• Liaising with colleagues or managers to find the best solutions to customers’ issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Maintaining a polite, empathetic, helpful, and professional manner at all times.
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarizing yourself with new products and services as they are introduced.
• Attending meetings as required.
• Providing training to new customer service agents.
• Respecting client confidentiality at all times.

• High school diploma or GED.
• Bachelor’s degree in business, communications, or a related field may be advantageous.
• Practical experience with help desktop software (i.e. Microsoft Suite), and CRM software.
• Previous experience in a customer service role is preferred.
• The ability to respond appropriately under pressure.
• Sound judgment and excellent problem-solving skills.
• The ability to speak a second language may be advantageous.
• A positive attitude and the ability to build relationships with clients.
• The flexibility to work irregular hours, when required.
• Superb written and verbal communication skills.

It is the policy of Banko Overhead Doors to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Banko Overhead Doors will provide reasonable accommodations for qualified individuals with disabilities.

{Show Up for Banko & Banko Will Show Up for You – We strive to provide long-standing partnerships with our customers. To do that requires our team members to be present and on the ready according to their schedules. We require all team members to show up for work with minimal call-outs based on our attendance policy. }