Sr. Customer Success Specialist

Profile

Sr. Customer Success Specialist
The candidate will act as a day to day firm-level contact. Works in a proactive and consultative role to educate and enhance the client user experience by educating them on company services and products, incident management, escalations, fulfillment of client requests. Provides regular reporting on KPI’s, exceptions, record recovery performance, and maintains compliance. Build and maintain relationships with the clients via email as well as over the phone. Responsible for a fully assigned individual firm list, working closely with Customer Success Manager and Tier 3 Record Retrieval Agent(s). Responsible for answering intermediate department emails from clients within established response times. Action audit results conducted by the CSM, take proactive steps and provide status of pending requests to clients. Research order notes, status log, and client preferences before responding to client emails. Communicate all necessary information to clients in a timely manner using the appropriate communication method i.e. email or phone. Contact clients via phone at the first sign of problem, concern, or delay. Contact clients for missing or additional information needed to proceed with initial order. Answer Customer Service loop calls and assist all clientele until question or issue is resolved. Maintain a consistent line of communication regarding clients with the Business Development/Sales Team. Coordinate efforts with other departments to handle urgent client inquiries or delegate to CSR. Ensure that client preferences are documented and updated into the computer system. Notify supervisor/manager of any patterns of errors identified in computer system or workflow. Document all client/custodial contacts and other notes accurately in the computer’s operating system. Follow workflows identified in department procedure manual. Keep track of correspondence sent, received, or requiring further action using Outlook. Contact prospective clients to explain the features we offer or discuss cost. Maintain business confidentiality relative to pricing, promotion, customer lists, and methods of distribution. Other duties as assigned.

Company info

Sign Up Now - EmploymentCrossing.com