Customer Success Representative

Essential Job Function

• Promote, cross-sell and upsell products and services and /or troubleshoot any issues or needs with customers during every contact point.
• Work with existing members to ensure understanding of each membership's features and assists users in optimizing or upgrading their membership as requested.
• Work with customers’ pending orders and newly activated accounts within their initial tenure as a customer to maintain retention and customer satisfaction.
• Educate customers on our services, as well as policies and procedures onboarding their account.
• Assist and respond to customer inquiries via incoming phone calls, website chats, and social.
• Assist customers with issues and questions related to course registration, membership, certification, system access and other general questions.
• Assist members with proper access to features. Helps guide customer journey concerning events upcoming and attended, courses upcoming and completed, tools and resources available, and profile concerns.
• Researching customer issues and providing technical support.
• Monitor adoption rate, retention rate, customer satisfaction scores, churn rates, and other relevant metrics determined by the team to determine success and benchmarks.
• Monitor customer certification process to include acct set up, monitoring completion, putting together and mailing framed certificates.
• Establish and improve customer success policies and procedures
• Identify areas for improving the customer experience and internal processes
• Establish and execute customer training and special projects as required
• Accurately collect and document all required prospecting details into CRM (Salesforce) to ensure a clear understanding of their needs and our ability to meet those needs, as well as provide feedback to better improve the marketing and sales process.
• Assists in coordinating customer success and marketing efforts through project management software (Asana) to ensure all marketing efforts achieve immediate and long terms business goals
• Monitor book inventory and submit weekly orders to be fulfilled

Additional Duties

• Assist with event, education, and marketing functions as needed
• Availability to work occasional weekend events (generally 1 weekend per month)

Education and Experience Requirements

• Able to perform functions as outlined above.
• Minimum of 1 year of experience in communications, marketing, sales, account management, or customer success or equivalent in customer success courses / training.
• Working knowledge of Microsoft suite.
• Working knowledge of CRM software (such as SalesForce).

Skills

• Knowledge of BHRT and wellness industry preferred.
• Knowledge of project management (Asana Software) preferred.
• Knowledge of customer relationship management software preferred.
• Ability to quickly learn about our company’s products and services to establish themselves as experts in the field.
• Ability to adapt to change within a growing organization and industry.
• Comfortable on the phone, asserts confidence, can troubleshoot issues, and provides a first in class customer experience.
• Excellent verbal, listening and written communications.
• Able to maintain and develop strong customer relationships, empathetic listener and solution based with strong emotional intelligence skills.
• Take initiative and be self-motivated.
• Detail oriented with an elevated level of accuracy and follow-up.
• Ability to analyze data and reports.

Job Type: Full-time

Pay: From $24.52 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• North Salt Lake, UT 84054 (Preferred)

Ability to Relocate:

• North Salt Lake, UT 84054: Relocate before starting work (Preferred)

Work Location: In person

Salary : $25