Customer Success Specialist
About The Position
Forge Trust is a leading provider of self-directed retirement accounts that empower investors to diversify their portfolios with alternative assets. Our mission is to help our clients achieve their financial goals by offering them innovative options, exceptional service, and unparalleled expertise. As a Customer Success Specialist, you will be the first point of contact for our clients and the voice of our customer in every interaction. You will use chats, phone calls, and emails to listen, teach, problem solve and provide proactive recommendations to our clients. You will build trust and rapport with customers, educate them on the features and benefits of our products and services, and provide potential solutions to complex situations. You will guide them through each inquiry from start to finish and collaborate with other teams to ensure customer satisfaction and retention.
Requirements
- A high school diploma or equivalent and 2 years of customer service experience.
- Proven customer support experience or experience as a Customer Success Professional.
- Strong verbal and written communication skills as well as excellent phone etiquette.
- Familiarity with Microsoft Office.
- Customer orientation and ability to adapt/respond to different types of clients.
- Ability to multi-task, prioritize, and manage time effectively.
- Strong organizational and time management skills.
- Ability to solve complex problems from start to finish.
- Independent thinking skills while working with customers and team members.
Nice To Haves
- A bachelor's degree or equivalent experience in related fields is preferred but not required.
Responsibilities
- Use chats, phone calls, and emails to listen, teach, problem solve and provide proactive recommendations to our clients.
- Build trust and rapport with customers, educate them on the features and benefits of our products and services, and provide potential solutions to complex situations.
- Guide them through each inquiry from start to finish.
- Collaborate with other teams to ensure customer satisfaction and retention.
Benefits
- Health insurance
- Retirement plan
- Paid time off
- Employee discounts
- Internet stipend available
- Medical
- Dental
- Vision
- Life
- Disability
- 401(k) plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
