What are the responsibilities and job description for the Client Success Specialist position at National Drug & Alcohol Screening Association -...?
Benefits:
Job Description:
As a Client Success Specialist, you will play a pivotal role in ensuring our organization achieves its vision of being recognized as the global leader in delivering the ultimate products and services for our worldwide clientele. You will embody our mission by providing the highest quality products and services, coupled with an unparalleled client experience, all while maintaining competitive pricing. Reporting directly to the executive team, you will be responsible for consistently delivering exceptional service and support to our valued customers.
Responsibilities:
Leadership: Leader mentality while fostering a culture of commitment, continuous self-improvement, and a winning mindset.
Client Experience:
Ensure that every interaction with our customers reflects our core values of integrity, ethics, and a results-oriented communication approach, aiming to exceed their expectations at every touchpoint. Occasionally, directly engage with clients to resolve escalated issues or provide personalized assistance, demonstrating a hands-on approach to customer service excellence.
Operational Excellence:
Participate in day-to-day operations of the customer service department, including managing customer inquiries, resolving issues, and optimizing processes to enhance efficiency and effectiveness. Continuously assess and assist in the development of best practices within the customer service department to streamline workflows and improve service delivery.
Training and Development:
Participate in training to deliver exceptional service while promoting a sense of urgency and willingness to do whatever it takes to meet customer needs. Foster a learning environment where team members are encouraged to share insights and collaborate on identifying and implementing innovative solutions.
Cross-Functional Collaboration:
Collaborate closely with other departments such as sales, marketing, and product development to ensure alignment in delivering a seamless customer experience and addressing customer feedback and concerns promptly. Act as a liaison between customer service and other departments to facilitate effective communication and resolution of customer issues.
Performance Measurement:
Establish key performance indicators (KPIs) and metrics to track the effectiveness of the customer service team, regularly analyzing data to identify areas for improvement and implementing strategies to drive continuous enhancement. Utilize performance data to recognize top performers, address performance gaps, and drive overall team success.
Customer Feedback Management:
Implement strategies to capture and utilize customer feedback effectively, leveraging insights to drive product and service improvements and enhance overall customer satisfaction. Proactively seek feedback from clients and incorporate their suggestions into the development of best practices and service enhancements.
Join our team and be part of our journey towards achieving our vision of global leadership, guided by our mission and core values of commitment, continuous self-improvement, integrity, results-oriented communication, winning mindset, collaboration, sense of urgency, and willingness to do whatever it takes to deliver exceptional customer service.
Qualifications:
Job Type: Full-time
Shift:
- Paid time off
Job Description:
As a Client Success Specialist, you will play a pivotal role in ensuring our organization achieves its vision of being recognized as the global leader in delivering the ultimate products and services for our worldwide clientele. You will embody our mission by providing the highest quality products and services, coupled with an unparalleled client experience, all while maintaining competitive pricing. Reporting directly to the executive team, you will be responsible for consistently delivering exceptional service and support to our valued customers.
Responsibilities:
Leadership: Leader mentality while fostering a culture of commitment, continuous self-improvement, and a winning mindset.
Client Experience:
Ensure that every interaction with our customers reflects our core values of integrity, ethics, and a results-oriented communication approach, aiming to exceed their expectations at every touchpoint. Occasionally, directly engage with clients to resolve escalated issues or provide personalized assistance, demonstrating a hands-on approach to customer service excellence.
Operational Excellence:
Participate in day-to-day operations of the customer service department, including managing customer inquiries, resolving issues, and optimizing processes to enhance efficiency and effectiveness. Continuously assess and assist in the development of best practices within the customer service department to streamline workflows and improve service delivery.
Training and Development:
Participate in training to deliver exceptional service while promoting a sense of urgency and willingness to do whatever it takes to meet customer needs. Foster a learning environment where team members are encouraged to share insights and collaborate on identifying and implementing innovative solutions.
Cross-Functional Collaboration:
Collaborate closely with other departments such as sales, marketing, and product development to ensure alignment in delivering a seamless customer experience and addressing customer feedback and concerns promptly. Act as a liaison between customer service and other departments to facilitate effective communication and resolution of customer issues.
Performance Measurement:
Establish key performance indicators (KPIs) and metrics to track the effectiveness of the customer service team, regularly analyzing data to identify areas for improvement and implementing strategies to drive continuous enhancement. Utilize performance data to recognize top performers, address performance gaps, and drive overall team success.
Customer Feedback Management:
Implement strategies to capture and utilize customer feedback effectively, leveraging insights to drive product and service improvements and enhance overall customer satisfaction. Proactively seek feedback from clients and incorporate their suggestions into the development of best practices and service enhancements.
Join our team and be part of our journey towards achieving our vision of global leadership, guided by our mission and core values of commitment, continuous self-improvement, integrity, results-oriented communication, winning mindset, collaboration, sense of urgency, and willingness to do whatever it takes to deliver exceptional customer service.
Qualifications:
- Excellent communication skills.
- Manage large amounts of incoming phone calls.
- Reply to customer's queries on the website and emails.
- Identify and assess customer's needs to achieve satisfaction.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Manage the customer database and reporting to make sure our service exceeds customer expectations.
- Assist with customer retention campaigns.
- Proven experience in a customer service role, preferably in a global or multi-national organization.
- Strong leadership skills.
- Demonstrated commitment to integrity, ethics, and a customer-centric approach.
- Results-driven mindset with the ability to drive continuous improvement and achieve operational excellence.
Job Type: Full-time
Shift:
- Day shift
- Associate (Preferred)
- Customer Service: 2 years (Required)
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