Client Success Specialist I - City, México - Solera

Solera

Empresa verificada

City, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Who We Are

The Role

What You'll Do

Responsible for understanding and managing a subset of customer accounts
Responsible for Customer Retention by fostering customer relationships and driving customer loyalty.
Engage in active listening to promptly answer customer queries and concerns
Work closely with the interdepartmental teams to compose joint success plans with customers outlining their objectives, timelines and effectively removing any barriers to achieving business value
Deeply understand the Omnitracs platform's capabilities and explain them to businesses of all types long haul transportation, last mite, readymix and more
Manage customer cases to completion as escalated by the customer or internal Omnitracs teams
Act as an escalation point for the Customer success front line of support
Take impeccable notes and stay organized through the CRM to manage all accounts.
Mitigate escalations and resolve customer issues.
Guide callers through navigating the company site or using products and services
Be an advocate for the customer, go the extra mile
Interact with other departments to resolve customer related matters
Work the call queue during volume spikes
Continued Development
Learn Industry News, ELD Mandates, Issues Related to Transportation and Updates to Omnitracs Products and Services.
Ensure team goals, team KPIs, and deadlines are met
Perform other duties and responsibilities as assigned
Place additional device orders and explore crossselling opportunities.

What You'll Bring

Experience working in a Customer Success environment o
Familiar with DOT/FMCSA Regulations a plus
Solutionsoriented with strong problem

- solving skills

Exceptional customer facing customer skills, the ability to quickly understand customer needs
Teamoriented and able to build and maintain strong interteam and interdepartmental relationships
Excellent verbal and written English communication skills
Ability to work independently with mínimal direction
Ability to address and resolve customer issues independently
Ability to prioritize projects and escalate issues to the appropriate parties as necessary
Excellent organization and time management skills
Intermediate to advance understanding of Salesforce, Genesys a plus
Willingness to learn and use coaching feedback to improve.

Qualifications:

EDUCATION:
Bachelor's degree or equivalent work experience and technical certifications

EXPERIENCE:
One 1-2 year of experience in customer service, technical support, or administrative support preferred

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or _exhaustive._ The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs._