Customer Success Lead

Simco Electronics•Redmond, WA

10h

About The Position

The Customer Success Lead serves as a senior team member and a critical provider of exceptional customer experience. Acting as the primary point of contact for customer inquiries, service requests, and issue resolution, this role ensures high standards of service delivery by coordinating effectively with internal teams to address customer needs promptly, maintaining clear and professional communication, and fostering strong, positive relationships. With a focus on handling valued customers and complex interactions, CSR Lead demonstrate advanced problem-solving skills, meticulous attention to detail, adaptability, and a steadfast commitment to continuous improvement in service excellence. The CSR Lead will provide support and direction to other CSRs and Associates within the organization.

Requirements

Proficient in Microsoft Office applications (Word, Excel, Outlook).
Ability to guide, motivate, and develop team members.
Expertise in managing and resolving disputes effectively.
Flexible and creative problem-solving skills and a proactive, customer-focused mindset
Advanced communication skills with the ability to communicate clearly and effectively across different mediums.
Ability to evaluate situations thoroughly to identify the best solutions for complex customer issues while anticipating customer needs and taking initiatives to address them proactively.
Comfort in presenting ideas and solutions to management and stakeholders.
Exceptional active listening skills and the ability to empathize with customers.
Time management and multitasking skills to handle multiple requests efficiently.
Positive, solution-focused attitude with a commitment to accountability and self-improvement.
Friendly, courteous, and professional demeanor that fosters trust and loyalty with both customers and internal teams.
Associate degree or equivalent experience.
Minimum of 5 years of relevant customer service experience required.
Strong multitasking skills and ability to train and lead team members effectively.

Responsibilities

Customer Relationship Management:
Serve as an enthusiastic ambassador for SIMCO’s Mission and Service, ensuring a high level of customer satisfaction.
Foster strong relationships with valued customers, serving as a reliable and trusted service advisor.
Serve as the primary point of contact for scheduling, processing, and updating equipment service requests, including calibration and repair services.
Handle escalated inquiries and complaints with a focus on achieving resolution and maintaining customer satisfaction.
Proactively identify potential issues and resolve them before escalation.
Communication and Support:
Handle inbound and outbound communication via phone, email, and other platforms, ensuring clarity and professionalism.
Address and resolve challenging customer inquiries and complaints and provide updates on service status using the designated online system.
Effectively escalate customer requests to the appropriate internal personnel for swift resolution. Documentation and Organization
Accurately document all customer interactions, service requests, and status updates in the appropriate systems.
Organize and maintain customer records, including shipping forms, field service reports (FSRs), and transfer forms.
Regularly review and update customer contact information to ensure accuracy. Reporting and Workflow Management
Monitor and manage the Delayed Delivery Report (DDR), ensuring all delayed items are addressed and resolved professionally.
Prepare and present service activity reports to supervisors as required, providing insights into operational efficiency and customer feedback.
Team Collaboration:
Collaborate with internal teams to coordinate service workflows and ensure seamless communication.
Proactively share customer feedback and insights with the team to improve overall service quality.
Identify inefficiencies in service workflows and recommend actionable solutions to leadership.