What are the responsibilities and job description for the Customer Success Specialist position at Robert Half?
Job Description
Job Description
We are in search of a Customer Success Specialist to join our team in Spokane, Washington. As part of a dynamic industry, this role offers a contract to permanent employment opportunity. As a Customer Success Specialist, you will play a pivotal role in managing customer service operations, leading and mentoring the team, and ensuring a high level of customer satisfaction.
Responsibilities :
1. Coordinate customer service operations, including generating service quotes, scheduling technicians, and processing service orders for new installations, upgrades, and repairs. Coordinate with internal and external stakeholders to ensure successful service execution.
2. Lead and mentor customer service team members, providing training, guidance, and support as needed. Assist with onboarding and continuous development to enhance team performance.
3. Manage customer inquiries via phone and email, providing timely updates on service progress and ensuring resolution of concerns to maintain customer satisfaction.
4. Conduct proactive outreach to follow up on completed services and maintain relationships with key accounts. Review customer feedback and collaborate with leadership to implement improvements.
5. Assist in evaluating and refining departmental processes, metrics, and reports for ongoing optimization. Support hiring efforts and serve as a backup for service management when necessary as well as a backup for reception when necessary.
- Strong leadership and organizational skills, with the ability to manage multiple priorities effectively.
- Demonstrated ability to successfully manage assigned tasks to completion.
- Excellent verbal and written communication, dynamic phone etiquette, superior customer retention skills.
- Ability to analyze customer feedback and implement strategies to enhance the overall service experience.
- Proficiency in Microsoft Office Suite and ERP / CRM systems.
- Ability to work collaboratively across teams and departments to drive improvements.
