Customer Success Specialist
About The Position
At OneKey, when we hire an individual to fill a position, it is not to simply perform a function, but to contribute to the culture of the entire organization. OneKey MLS is an Equal Opportunity Employer, and our valued team members possess different strengths, experiences, and backgrounds, yet share a passion for collaborating to solve problems. All our employees’ points of view add value and contribute to our organization’s success. The Customer Success Specialist is responsible for providing excellent service and support to customers, ensuring their needs are met and their issues are resolved promptly and professionally. They act as the first point of contact for customers, either via phone, email, virtual, or in person, and are key to maintaining customer satisfaction and loyalty. A successful Customer Success Specialist typically has excellent communication skills, empathy, problem-solving abilities, and a customer-first mindset. They also work closely with other departments to ensure customer needs are met efficiently. This is a non-exempt full-time position. The hours are 35 hours per week and reports to the Director of Customer Success.
Requirements
- Strong organizational skills with a keen attention to detail.
- Excellent verbal and written communication skills.
- Ability to work collaboratively and in dependently while managing multiple priorities.
- Minimum 3 years of Customer Service experience is required.
- Minimum 3 years of experience with high call volume environments is required.
- Provides professional and thoughtful experience to all parties
- Ability to handle large volume of calls
- Proficient in Windows, Microsoft Word, Outlook, Zoom
- Open to learning additional computer programs and systems
- Detail oriented and organized
- Comfortable interpreting documents such as rule books and procedure manuals
- Ability to communicate well with customers, members, and team members
Nice To Haves
- Experience with Vonage business phone system is a plus
- Knowledge of Zendesk is a plus
Responsibilities
- Manage heavy call volume
- Manage Zendesk tickets as needed
- Provide customer service support via phone system and email
- Assist members with MLS procedures or computer questions
- Troubleshoot computer access problems for our users
- Provide software support
- Work closely with technicians concerning any ongoing problems
- Partner with other departments as needed to resolve any issues
- Answer questions pertaining to MLS procedures
- Explain fully all services offered or provided by MLS
- Complete any administrative work necessary
- Provide the same level of exceptional service to all parties
- Providing additional accommodations as needed to ensure that all members are having a positive experience.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
