Customer Success Associate
About The Position
The Customer Success Associate will be responsible for greeting visitors, maintaining the Corporate Reception area, and updating the Welcome Monitor. This role involves entering customer information into the system, answering incoming calls, and resolving delivery issues reported by drivers. The associate will also confirm deliveries with customers, process service requests, delivery claims, and warranty-related issues. Additionally, this position will assist with the EDF online customer service chat, review technician service reports, process charge backs, and provide feedback for process improvements. Responding to emails within 24 hours is also a key responsibility.
Requirements
- Excellent problem-solving skills.
- Good listener with excellent communication skills.
- Excellent phone etiquette, with ability to tactfully handle calls from upset customers professionally.
- Excellent organizational skills.
- Fast learner, resourceful, flexible, able to prioritize and meet deadlines.
- Able to identify and anticipate customer needs.
- Possess the ability to make customers feel important and appreciated at all times.
- Ability to work with limited information.
- Detail-oriented.
- Motivated to work hard and be successful.
- Excellent computer skills (Excel, Word, PowerPoint, Microsoft Office).
- Perfect attendance.
- Superb communication skills both in English and Spanish.
- Excellent spelling and grammar.
- General mathematical knowledge.
- Resourceful and flexible.
- Ability to quickly adapt to process changes.
Responsibilities
- Greet visitors, vendors, and internal customers in a friendly and professional manner.
- Maintain the Corporate Reception area.
- Update the Welcome Monitor with visitors’ information.
- Enter customer information into the system in English.
- Answer incoming calls from internal/external customers and delivery drivers.
- Find solutions for all delivery situations reported by drivers.
- Call customers to confirm delivery satisfaction.
- Receive, evaluate, and process service requests, delivery claims, and warranty-related issues.
- Create, schedule, and follow-up on credit memos, exchanges, service orders, or parts requests.
- Assist with EDF online customer service chat.
- Receive, review, and distribute technicians service reports.
- Process weekly charge backs related to technician services.
- Provide feedback and process improvement suggestions.
- Respond to all emails within 24 hours.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
