JOB PURPOSE:
The Client Success Representative I plays a key part in ensuring customer satisfaction by providing assistance and responding to technical software questions, client concerns, and software enhancement suggestions. Clients of this position are generally specialty retailers, but also include brands, suppliers and other industry partners.
REPORTING STRUCTURE:
This position reports to the Technical Support Manager. This position has no direct reports and is a remote position.
JOB FUNCTIONS:
- Customer Support
- Respond to customer inquiries promptly and professionally via email, phone, or live chat
- Collaborate with fellow CS Reps to escalate and resolve complex problems
- Product Knowledge
- Develop a deep understanding of Workstands software platform, the role of digital marketing, ecommerce, and in-store sales in their businesses
- Proactively suggest improvements in website design and site configuration to maximize customer success
- Communication
- Clearly and effectively communicate technical information to “non-technical users”
- Provide software-related information and documentation to customers when appropriate
- Documentation
- Maintain detailed records of customer interactions and resolutions in our CRM
- Continuously update and maintain internal and external documentation for all aspects of our software and processes
This is not a comprehensive list of possible responsibilities, tasks and duties. There are a variety of other duties that will need to be completed on an as needed basis.
QUALIFICATIONS:
- Customer service experience preferred
- Specialty retail and/or bicycling industry preferred
- Strong communication skills, both written and verbal
- Excellent organizational skills and attention to detail
- Basic understanding of Google Suites, Google Merchant Center, Google Shopping preferred
- Willingness to take initiative and work effectively without close supervision
- Adaptable and flexible with change.
Limited domestic travel may be a requirement.
