- Answering inquiries originating from a variety of communication channels across NSF, primarily via phone, email and chat
- Providing accurate and timely information to customers and routing tickets that require technical expertise to Subject Matter Experts
- Escalating tickets when necessary
- Reporting on data collected in ServiceNow and identifying trends
- Associate Degree
- 2+ years' experience in customer service roles, quality assurance, complaints management
- Experience providing customer support on the phone and in writing (chat, email) is ideal
- Excellent interpersonal and communication skills
- Attentiveness and patience
- Strong time management skills
- Strong attention to detail and excellent problem-solving skills.
- Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams.
- Ability to review and report on data, identifying trends and share across the organization
- Bilingual: English & Spanish
- Comfortable with computers, able to learn new software platforms
- Friendly, attentive and proactive in engaging with consumers and clients
- Excellent communication skills
- Bachelor Degree
- Interest in data / data systems, identifying trends
- Experience with ServiceNow
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Customer Success Specialist - Ann Arbor, United States - NSF
Description
Job DescriptionNSF is seeking to add a Customer Success Specialist to its growing team. In this role, you will be responsible for reviewing, triaging, routing, and answering inquiries received across all communication channels at NSF. Your role will include providing accurate and timely responses via phone, email or chat to general, non-technical inquiries and appropriately documenting and routing sales leads. As well as documenting all interactions in ticketing system (ServiceNow) & reporting on the information collected in ServiceNow to the various stakeholders within the business. Ultimately ensuring that the entire lifecycle of an interaction is completed accordingly to SLAs.
Responsibilities
Qualifications
NSF is a growing global public health and safety organization. Our mission is to protect and improve human and planet health by enabling safe food, clean water and life-enhancing health technologies and products for millions of people around the world. We do so by developing standards, testing, auditing, certifying, and providing advisory services to clients in the food, water, health sciences and consumer industries.
Our nearly 3,000 employees provide services in over 180 countries through many of our global offices, at our 35,000 client sites, from home offices and in state-of-the-art laboratories. We're growing fast and expanding into new areas such as sustainability and digital. And that's where you come in. Come join a team that makes a difference in the world.
More information about NSF can be found at
One of our core values is We Are One NSF. This means that while we're one team, we embrace the cultural, ethnic, language and demographic diversity that reflects the societies in which we live and work. NSF is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
About the Team
NSF works with pharmaceutical, dietary/nutritional supplements and personal care products, medical devices and in vitro diagnostic companies, large and small, to provide highly customized end-to-end services throughout the product lifecycle, from clinical trials to post-market surveillance. We are a global provider of clinical trials, training, consultancy, certification and auditing services to the health sciences industry. We have an outstanding international reputation in quality management and regulatory compliance. We provide comprehensive solutions for the health sciences industry from experts you can trust. Our team includes former FDA, EU and MHRA regulators as well as industry experts. We combine regulatory knowledge with industry best practices to provide our clients with tailored quality, compliance and regulatory services
