Customer Success Associate
About The Position
This role is responsible for managing customer interactions, ensuring smooth delivery processes, and resolving customer issues. The Customer Success Associate will handle inquiries from internal and external customers, delivery drivers, and vendors, maintaining a professional and friendly demeanor. Key responsibilities include managing the reception area, updating visitor information, entering customer data into the system, and resolving delivery-related problems. The associate will also confirm deliveries, process service requests, claims, and warranty issues, and assist with online customer service chat. Additionally, they will manage technician service reports, process chargebacks, and contribute to process improvement suggestions, ensuring all emails are responded to within 24 hours.
Requirements
- Excellent problem-solving skills.
- Good listener with excellent communication skills.
- Excellent phone etiquette, with ability to tactfully handle a call from upset customers in a professional manner.
- 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
- Greets visitors, vendors, internal customers in a friendly and professional manner.
- Responsible for the maintenance of the Corporate Reception area.
- Updates the Welcome Monitor with visitors’ information.
- Enters customer information into the system in English immediately upon receipt.
- Answers incoming calls from internal/external customers and delivery drivers.
- Finds solutions for all delivery situations reported by drivers at the moment of delivery.
- Calls the customer to confirm delivery once the driver reports through Dispatch Track that the delivery has been complete and is up to the customer’s satisfaction.
- Receives, evaluates, and processes service requests, delivery claims, and warranty-related issues.
- Creates, schedules, and follows up on credit memos, exchanges, service orders, or parts requests resulting from warranty claims or delivery calls.
- Assists with EDF online customer service chat.
- Receives, reviews, and distributes technicians service reports.
- Processes weekly charge backs related to technician services.
- Provides feedback and process improvement suggestions to streamline daily tasks.
- Responds to all emails in a period of 24 hours.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
