What are the responsibilities and job description for the Customer Service Specialist position at ComputerPeople Staffing?
Customer Service Specialist
About the Employer :
For over 75 years, our client has been an international industry leader. They are passionate about their employees and invest heavily in professional development and team building.
Hybrid work schedule
Highly collaborative & professional work environment
Emphasis on career path development.
Summer & Holiday season flex hours
Responsibilities :
Customer Relationship Building (30%) :
Build and nurture strong, long-lasting relationships with customers.
Act as their dedicated point of contact for inquiries, concerns, and requests.
Regularly engage with customers to understand their evolving needs and challenges.
Customer Success Strategy (25%) :
Develop and execute customized customer success plans for accounts, aligning with their unique goals
Identify and monitor key customer success metrics and KPIs.
Continuously refine customer success processes to enhance overall satisfaction.
Product Expertise and Insights (20%) :
Develop an in-depth understanding of products or services, staying updated on features and capabilities.
Provide customers with insights on how to maximize the value of offerings
Collaborate with internal teams to ensure product improvements based on customer feedback.
Upselling and Cross-Selling (15%) :
Identify opportunities for customers to benefit from additional services or upgraded products.
Collaborate with sales and product teams to explore and execute cross-selling strategies.
Ensure customers are aware of products or services that enhance their experience.
Data and Reporting (10%) :
Maintain accurate customer records and interactions in the CRM system.
Generate regular reports on customer success metrics and outcomes.
Share insights with internal teams for continuous improvement.
Qualifications :
Bachelor’s degree in Business, Supply Chain Management, or a related field is preferred NOT required
2 years of experience in Customer Success or Account Management
Exceptional interpersonal and communication skills
Strong problem-solving and issue-resolution abilities
Ability to work collaboratively with cross-functional teams
Proficiency in CRM software and reporting tools
Results-oriented, with a focus on customer satisfaction and retention
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