What are the responsibilities and job description for the Customer Success Specialist position at Wabash Communications?
The Customer Success Specialist will lead the company in, and set the tone for, anticipating and fulfilling business customer needs while educating on products and services. This position also includes several technical support elements which are outlined below.
Operational Duties:
- Attract potential business customers by answering product and service questions while promoting both.
- Open and maintain business accounts; upgrading and renewing accounts as required.
- Validate VOIP / VOICE orders before forwarding to the next level of service.
- Provide project updates to customers
- Resolve product or service problems, working with businesses to diagnose and troubleshoot hardware, software or service-related problems.
- As necessary, and promptly, escalate unresolved technical problems to the appropriate staff.
- Monitor and dispatch trouble tickets and service orders to meet current quality standards.
- Verify and provision services and switches required to activate, suspend or deactivate services.
- Generate, process, dispatch, monitor and close trouble tickets and service orders.
- Administer business user accounts and services. Close business billing. Make last resort callouts for business non-payment.
- Create Board Circuit Revenue report.
- Complete ARC Forms and transfers.
What You Need for This Position:
- Position is based in Dieterich, IL. However, this individual must be able to attend occasional meetings in our home office in Louisville, IL as needed.
- Strong interpersonal skills to handle sensitive and confidential situations. Our ideal candidate is personable, positive, professional, upbeat, and energetic.
- Communication skills are key: must demonstrate excellent listening, empathy, tact, diplomacy, and successful two-way conversation.
- We work in a fast-paced, ever-changing environment; a demonstrated ability to juggle multiple, challenging tasks and demands with strict attention to detail, is a must.
- Resourceful, roll-up-the-sleeves attitude. The successful candidate must take initiative to resolve problems, seek answers independently, and enthusiastically persist until goals are achieved.
- Experience troubleshooting and working with database records systems is preferred.
- Actively participate in a team environment that fosters forward-thinking, innovation, and creativity to meet the needs of the company today and in the future.
- Knowledge of general office practices and procedures with proven written and oral communication skills.
- Ability to operate various office equipment including computer, laptop, copier, MS Windows, MS Office, and various other programs.
Job Type: Part-time
Pay: $21.12 - $24.06 per hour
Expected hours: 25 – 29.5 per week
Benefits:
- Paid time off
Schedule:
- Day shift
- Monday to Friday
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Dieterich, IL 62424 (Required)
Work Location: In person
Salary : $21 - $24