The Customer Success Specialist answers customer service inquiries and analyze/troubleshoots problems with non-functioning products and/or services or orders, pricing, invoicing, etc. May also provide specialized support in a customer contact area. Identifies problem areas and recommends corrective solutions. Maintain documentation according to established guidelines as may be required by specific job responsibilities.
Knows and applies the fundamental concepts, practices and procedures of the particular field of specialization. Significant on-the-job training or formalized education in specific area. Requires some evaluation, originality or ingenuity. Work is varied and may be somewhat difficult in nature but usually involves limited responsibility. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments.
The Opportunity:
• Respond to customer inquiries concerning orders from inception to delivery including, anticipating any problems, concerns and rectifying proactively.
• Provide specialized support in specific customer function which also requires troubleshooting problems and identifying solutions. Independently applying subject matter expertise to track, analyst, report, and apply the most appropriate course of action.
• Responsible for the coordination of communication and interaction required for implementation of product promotions, process changes, new products, and marketing programs regarding orders.
• Acts as key resource to internal or external customers. Customers at risk, proactive customer management by recommending process changes to improve customer satisfaction.
• Responsible for monitoring customer or product trends, proactively providing problem resolution on issues involving customers and interfacing / negotiating / problem solving with internal groups to increase customer satisfaction / delight.
• Special projects as assigned.
• Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Who you are:
• Associate degree with at least 1-year previous customer service experience or greater than 3 years previous customer service experience.
• Proven ability to make quick and effective independent decisions.
• Strong organization and planning skills.
• Ability to handle multiple functions at one time.
• Efficient and effective oral and written communication skills.
• Intermediate computer skills including the ability to do some advanced functions within various software packages such as Microsoft Office or Google Suite
• Ability to develop expert product knowledge for areas of responsibility.
Knows and applies the fundamental concepts, practices and procedures of the particular field of specialization. Significant on-the-job training or formalized education in specific area. Requires some evaluation, originality or ingenuity. Work is varied and may be somewhat difficult in nature but usually involves limited responsibility. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments.
The Opportunity:
• Respond to customer inquiries concerning orders from inception to delivery including, anticipating any problems, concerns and rectifying proactively.
• Provide specialized support in specific customer function which also requires troubleshooting problems and identifying solutions. Independently applying subject matter expertise to track, analyst, report, and apply the most appropriate course of action.
• Responsible for the coordination of communication and interaction required for implementation of product promotions, process changes, new products, and marketing programs regarding orders.
• Acts as key resource to internal or external customers. Customers at risk, proactive customer management by recommending process changes to improve customer satisfaction.
• Responsible for monitoring customer or product trends, proactively providing problem resolution on issues involving customers and interfacing / negotiating / problem solving with internal groups to increase customer satisfaction / delight.
• Special projects as assigned.
• Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Who you are:
• Associate degree with at least 1-year previous customer service experience or greater than 3 years previous customer service experience.
• Proven ability to make quick and effective independent decisions.
• Strong organization and planning skills.
• Ability to handle multiple functions at one time.
• Efficient and effective oral and written communication skills.
• Intermediate computer skills including the ability to do some advanced functions within various software packages such as Microsoft Office or Google Suite
• Ability to develop expert product knowledge for areas of responsibility.
Type: Contract | Location: Indianapolis, Indiana
