Customer Success Agent – Small Fleet

Job Title:            Customer Success Agent – Small Fleet

Department:      Customer Success   

About Orion

Since 2008, we have delivered life-saving telematics solutions to commercial auto insurance companies and fleet operators. Our proven approach leverages cutting-edge data analytics alongside human-provided driver coaching to reduce dangerous behaviors and prevent costly and deadly accidents. As an additional benefit, we help our clients operate more efficiently, reducing ecologically harmful fuel consumption and emissions.

As a team-focused enterprise with an expanding client base, we are able to promote career opportunity for our colleagues. Orion offers a unique workplace where you will be able to wield your technical expertise while making the world safer for everyone. Orion also conducts monthly employee learning sessions to further promote growth opportunities.

Summary/Objective 

The Customer Success Agent – Small Fleet will take on a variety of responsibilities with assigned clients handling both inbound and outbound calls assisting with installation, troubleshooting, device maintenance, and account coaching, ensuring engagement, retention and overall satisfaction of the client.

Essential Duties & Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specifically, this role will be responsible for:

• Advocating for client needs/issues cross-departmentally (device installation, unpaired devices, non-reporting devices while servicing accounts
• Establishing and maintaining a trusted advisory relationship with the clients to drive continued value of Orion’s products and services 
• Ensuring engagement, retention, and overall satisfaction of the client 
• Accomplish weekly/monthly metrics as they relate to assigned daily functions (outbound calls, inbound calls, support ticket management)
• Recognize and escalate matters when something is not right
• Work to move client to improved level of performance
• Respond to all support tickets within 24 hours
• Being reliable as it relates to time and attendance

Supervisory Responsibility

This position has no supervisory responsibility.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements list below is representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven success at building relationships and engaging customers through the entirety of an account lifecycle.

• Proven success increasing customer satisfaction, adoption, and retention and ability to drive continuous value. 

• Demonstrates passionate, constructive and proactive customer engagement.
• Ability to multi-task and work effectively in a small team
• Demonstrates excellent communication skills, both written and verbal

Competencies

• Communication Skills –Knowledge of oral and written communications issues and ability to express oneself and communicate with others verbally and in writing and appropriately.
• Customer Service – Ability to maintain an environment where all understand and are committed to providing excellent service to internal and external customers.
• Accountability – taking ownership and being responsible for how one’s actions, decisions, and performance impact Orion and our customers
• Initiative - Understanding of the value of self-motivation and initiative; ability and willingness to seek out work and the drive to accomplish goals.
• Strong organizational Skills - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Analytical Thinking - Knowledge of techniques and tools that promote effective analysis and the ability to determine pain points and solutions for the clients.
• Teamwork - Ability to collaborate with colleagues and thrive in a team-oriented workplace.

Required Education and Experience

• 2-3 years of previous customer service experience
• Proficiency with MS Office applications.

Preferred Education and Experience

• N/A

Additional Eligibility Requirements (Certificates, Licenses, Required/Preferred)

None.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. 

Position Type/Expected Hours of Work

This is a full-time position. Expected days and hours of work are Monday through Friday, 9 a.m. to 5 p.m. This position may at times require long hours and weekend work.

Travel

Limited travel may be expected for this position.

EEO Statement 

Orion Fleet Intelligence provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, creed, 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Salary : $44,000