Customer Success Manager Jobs

About The Position

Requirements

• High School Diploma (or GED or High School Equivalence Certificate
• Intermediate knowledge level of Windows XP (excel, word and outlook)
• Active Listening: Giving full attention to what other people are communicating; taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Communicating: Conveying information to others in an effective manner.
• Time management: Managing one’s time and the time of others.
• Persuasion: Persuading others to change their minds or behavior.
• Service orientation: Actively looking for ways to help people.

Responsibilities

• Answer telephones, receive emergency and non-emergency phone calls, record application information, direct calls, and take messages.
• Enter data in the computer system and maintain logs and records of calls, activities, and other information.
• Prioritize calls according to urgency and importance.
• Managing multiple breakdown situations on a daily basis.
• Understanding and providing an appropriate estimated time of arrival.
• Determine the status of the customer account and any payment needs prior to scheduling the work.
• Obtain authorization for all credit card payments and process credit card and charge account payments.
• Monitor the route and location of drivers to coordinate and prioritize their schedule.
• Coordinate road call requirements with appropriate teams and/or drivers all pertinent information to complete their road service request, issue miscellaneous purchase orders and make all required arrangements to facilitate the road call; complete follow up to be sure work is performed in a timely manner; follow up with customers to ensure satisfaction and locate additional service and repair opportunities.
• Communicate with customers, employees, and other individuals to answer questions, explain information relative to repairs being performed, schedule repairs, and address complaints.
• Estimate, schedule, prepare, and invoice repairs in a knowledgeable manner, open repair orders, reports, memos, letters, and other documents, using Google Sheets, Excel spreadsheets.
• Billing/Data entry for third-party vendors – prompt and accurate keying of information.
• Fast, accurate typing with experience in data entry. incoming correspondence, including faxes and email.
• Initiate activities to stay busy and productive during downtime.
• Respond to internal inquiries in a timely manner.
• Support Customer Success Manager and Technicians with daily needs.
• Participate in on-call or after-hours coverage as needed.
• Ability to stay calm under pressure.
• Ability to multitask and support the fast-paced demands of our business.
• Demonstrating excellent phone skills to interact effectively with customers.
• Maintain a clean and organized office area.
• Other duties as assigned.