Customer Success Specialist - Heath - BILLSHARK

    BILLSHARK
    BILLSHARK Heath

    1 day ago

    Description

    Customer Success Specialist

    As the Customer Success Specialist you will be a one-man band with the potential of building a Team of Customer Success Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.

    Responsibilities:

    • Help customers and ensure they have a great experience with our product(s)
    • Perform forecasting for proper staffing recommendations
    • Assist agents with difficult customers
    • Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times.
    • Monthly reporting on ticket count/reasons
    • Continuously look for ways to improve the ticket process and the customers overall experience
    • Constantly review and document the entire customer journey (as it relates to direct customers and partner keep screenshots up to date)
    • Continuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date/accurate
    • Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team
    • Become an expert at Birdeye (reputation management platform)
    • 24 hour response time to all Public Reviews
    • 48 hour response time to all Private Reviews
    • Work directly with the Credit/Collections team to resolve customer billing inquiries
    • Maintain NPS and CSAT goals that result in an amazing customer experience

    Requirements:

    • Experience in a customer service role
    • Experience with a customer service ticketing system
    • Positive friendly attitude, able to deal with stressful situations, with an even temper and pleasant demeanor
    • Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving
    • Self-starter who is able to thrive in a fast-paced, deadline-driven environment
    • Strong interpersonal skills and reliable work ethic
    • Passionate about providing customers with a great experience
    • Willingness to learn new things
    • Experience with MS Office suite and general technical capabilities

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