Customer Success Specialist
About The Position
The Customer Success Specialist is a primary point of contact for customers with questions about orders, products, and Qwikkit’s order portal. The role provides clear answers and timely support while advocating for customers by sharing feedback with appropriate teams, helping resolve issues, and identifying opportunities to improve processes and the customer experience. This position supports customers through inbound calls, email, chat, and other channels, as well as outbound calls and emails to gather feedback, strengthen relationships, and support retention and growth. The specialist documents customer interactions and resolutions, coordinates escalated issues with internal teams, and contributes to team and cross-functional problem-solving. The position begins onsite for training and onboarding and is expected to transition to a hybrid schedule after approximately 90–180 days, depending on training progress and readiness.
Requirements
- Experience in customer service, customer support, customer success, or another customer-facing role.
- Strong verbal and written communication skills.
- A patient, solutions-focused approach to helping customers.
- Good judgment, attention to detail, and reliable follow-through.
- Ability to manage multiple customer questions and priorities while documenting work accurately.
- Collaborative mindset and interest in improving the customer experience.
Nice To Haves
- Experience with CRM or contact center systems.
- Comfort learning new systems and processes.
Responsibilities
- Respond to customer questions through inbound calls, email, chat, and other communication channels.
- Help customers with orders, product questions, and the Qwikkit order portal.
- Make outbound calls and send emails to gather feedback, strengthen customer relationships, and support customer retention and growth.
- Take accurate action to resolve customer issues while meeting quality standards.
- Document customer interactions, resolutions, and deviations from established processes.
- Coordinate with internal teams to address escalated issues and keep them moving toward resolution.
- Share customer feedback and recurring issues with Customer Support leadership.
- Participate in team and cross-functional problem-solving efforts.
- Meet department service, quality, and performance goals.
Benefits
- Medical, dental, and vision insurance.
- 401(k) retirement plan.
- Paid time off (PTO).
- Company-paid life insurance and Short Term Disability Insurance.
- Education reimbursement opportunities.
- Employee referral program.
- Employee Assistance Program (EAP).
- Professional development and career growth opportunities.
- Competitive compensation based on experience and qualifications.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
