Customer Success Specialist

Billshark•Hopkinton, MA

24d

About The Position

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.

Requirements

Experience in a customer service role
Experience with a customer service ticketing system
Positive friendly attitude, able to deal with stressful situations, with and 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

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 screen shots 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