Customer Service Representative II

Job Summary

The Client Success Specialist II provides responsive, accurate, customer focused service in a professional and timely manner, with increased responsibilities such as resource creation, campaign communication support, and demonstrating an in-depth understanding of client requirements and PlusOne services. This role is part of our Client Success team and is responsible for a variety of functions that ensure clients are onboarded effectively, receive outstanding service, and are engaging/reengaging successfully with our service offerings.

Duties and Responsibilities

The duties and responsibilities of a Client Success Specialist II include, but are not limited to, the following:

· Provide high quality customer service while supporting our client networks via phone/email/video conferencing

· Maintain 24 hr. response time to client emails/ requests/ questions

· Grow the business by helping support the selling of services to new and existing customers

· Establish and maintain excellent relationships with customer contacts

· Handle confidential/sensitive information/PII in a secure manner and in accordance with FCRA guidelines and associated regulations

· Establish a deep understanding of our customers’ business, use-cases, technical needs and technical workflow to support the customer

· Be a subject matter expert and advocate of PlusOne services.

· Ensure regular customer touchpoints are scheduled, focusing on customer usage, satisfaction, and any big-picture challenges they're facing.

· Contribute towards internal content (FAQs, technical knowledge bases, and training modules to help customers learn how to use our products and services)

· Run recertification campaigns: schedule, emails, calls, reporting

· Act as voice of the customer by bringing customer/ market feedback into the business

· Foster and encourage a team environment by helping and lending support to colleagues from within and outside the client success team

· Execute job responsibilities maintaining both high level of quality and quantity

· Complete work in timely manner and strive to increase productivity

· Thoroughly understand and follow all client requirements using available resources to ascertain services required as it relates to assigned duties. Escalate questions/issues as appropriate

· Research/resolve inquiries from internal team, technicians, servicing companies and clients

· Perform routine follow-ups, assigned audits to ensure completion of work

· Bring forth suggestions for improvement and support Team Manager to implement changes and encourage company growth

· Use multiple computer software programs to support the assigned responsibilities

· Perform miscellaneous duties as assigned to support the daily business activities of the department and the company

Qualifications

· High school education or equivalent is required

· Minimum 1 year call center/customer service experience

· Ability to meet established quotas and workload requirements

· Excellent communication and interpersonal skills with demonstrated ability to work with a wide variety of customers and employees

· Careful attention to detail and ability to adapt to new processes to improve efficiency

· Excellent time management / organizational skills with the ability to meet tight deadlines and multitask while handling a high volume of calls and emails

· Effective computer and keyboarding skills, with working knowledge of internet browsers, Microsoft Office suite, Outlook and video conferencing. Experience working with a CRM database preferred

· Ability to follow instructions, respond to leadership direction and take responsibility for own actions

· Ability to work collaboratively in a dynamic team environment

· Proven capacity to work efficiently under minimal supervision

Physical Demands/Work Environment

· Ability to regularly sit and/or stand for lengthy amounts of time, bending and reaching as necessary

· Frequent use of fingers/hands to manipulate computer, telephone and other standard office equipment

· Frequent documentation on computer

· Ability to regularly lift and/or move up to 10 lbs; frequently lift and/or move up to 25 lbs

· Must be able to accommodate working in a moderate noise level environment

· Must be able to accommodate working in a remote environment

e impact on our customers' experiences!

Job Type: Full-time

Pay: $17.50 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Work Location: Hybrid remote in Orlando, FL 32817

Salary : $18 - $19