Customer Success Representative

Empire Auto Parts•Odenton, MD

About The Position

The Customer Success Representative is a key link between the company and its customer base of collision repair shops in the region. The Customer Success Representative will ensure that each customer receives full value from the Empire service offering. Supervisory Responsibilities: None Duties/Responsibilities: Escalated Customer Support & Issue Resolution · Serve as the second level of contact for customer inquiries via email, phone, and other channels. · Troubleshoot issues and coordinate with internal teams to ensure timely and effective resolution. · Follow up to ensure satisfaction and prevent future issues. · Follow-up on Voice of Customer surveys to address identified issues Proactive Customer Engagement · Conduct regular check-ins with key customers to monitor satisfaction and preempt potential concerns. · Monitor return rates and reach out to those accounts whose rates are well above the threshold to understand and address issues. Help customers understand how to get the most value from our products/services. · Identify opportunities for upsell or cross-sell and collaborate with sales when appropriate. · Reach out to customers to solicit feedback on features of Empire service offering. · Identify accounts that would be good candidates for testimonial videos and capture same Expectation Management & Relationship Building · Ensure that customer expectations are aligned with deliverables throughout the customer lifecycle. · Build strong, trust-based relationships with key customer stakeholders. Value Delivery Monitoring · Track and report on customer success metrics, including adoption, usage, and satisfaction. · Ensure that the value promised in the sales process is delivered consistently over time. Internal Advocacy · Act as the voice of the customer, providing feedback to product, support, and leadership teams. · Collaborate cross-functionally to remove roadblocks and improve the customer experience.

Requirements

High school diploma or equivalent; automotive parts or collision repair training is a plus.
Experience in customer service or account management, preferably in the automotive or collision repair industry.
Strong understanding of automotive parts and their applications.
Proficiency in CRM software and order management systems.
Excellent communication and interpersonal skills.
Technical aptitude with automotive parts and repair processes.
Strong problem-solving and negotiation skills.
Ability to multitask and prioritize in a fast-paced environment.
Empathy: Understanding and sharing the feelings of customers, especially when they are facing challenges with their vehicles.
Patience: Remaining calm and patient when dealing with frustrated or confused customers.
Adaptability: Flexibility in handling various types of customers and adapting to changing products and industry trends.
Stress Tolerance: Ability to maintain composure and effectiveness under pressure.
Team Player: Working cooperatively with other team members and departments.
Product Knowledge: Deep understanding of auto collision parts and their applications.
Technical Skills: Proficiency in CRM systems, order processing software, and other relevant computer applications.
Industry Awareness: Keeping up-to-date with trends and changes in the aftermarket auto collision parts industry.
Organizational Skills: Effectively managing tasks and priorities to meet customer needs and business objectives.
Professionalism: Maintaining a high level of professional conduct and representing the company positively.
Continuous Learning: Willingness to engage in ongoing learning about new products, technologies, and customer service techniques.
Integrity: Maintain honest transparency with customers in relation to product pricing, free of damage parts, delivery times, and part availability.

Responsibilities

Serve as the second level of contact for customer inquiries via email, phone, and other channels.
Troubleshoot issues and coordinate with internal teams to ensure timely and effective resolution.
Follow up to ensure satisfaction and prevent future issues.
Follow-up on Voice of Customer surveys to address identified issues
Conduct regular check-ins with key customers to monitor satisfaction and preempt potential concerns.
Monitor return rates and reach out to those accounts whose rates are well above the threshold to understand and address issues.
Help customers understand how to get the most value from our products/services.
Identify opportunities for upsell or cross-sell and collaborate with sales when appropriate.
Reach out to customers to solicit feedback on features of Empire service offering.
Identify accounts that would be good candidates for testimonial videos and capture same
Ensure that customer expectations are aligned with deliverables throughout the customer lifecycle.
Build strong, trust-based relationships with key customer stakeholders.
Track and report on customer success metrics, including adoption, usage, and satisfaction.
Ensure that the value promised in the sales process is delivered consistently over time.
Act as the voice of the customer, providing feedback to product, support, and leadership teams.
Collaborate cross-functionally to remove roadblocks and improve the customer experience.

Benefits

Health, Dental & Vision Insurance
Health Savings Account (HSA) with Employer Contribution
Optional Life Insurance, Long & Short-Term Disability, Critical Illness, Accident and Hospital Insurance
401K Retirement Plan
Paid Training
Paid Time Off
Paid Sick Days
Paid Holidays, Including 1 Floating Holiday (Your Birthday)
M-F work week
Employee Perks: Casual Dress Code
Teamwork Environment
Fun Team Events
Free Company Apparel
Employee Recognition