This is a remote-eligible position; however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.
Customer Success Representative
Location
United States
Posted
21 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Success Representative
Marco Technologies
Role Description The Customer Success Representative is responsible for delivering unparalleled customer service by consistently exceeding expectations and building strong and lasting relationships through open communication, reliability, and a customer-centric approach. You will provide prompt and efficient assistance to meet the ever-evolving needs of Marco’s valued customers and employees. - Handle and prioritize incoming client calls, emails, and correspondence efficiently, assessing the urgency and severity of issues to set priorities. Record and assign tasks accordingly. - Provide prompt and detailed communications to internal and external clients. - Review accounts for upsell and cross-sell opportunities and escalate as necessary. - Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing the need for further escalation. - Maintain contact center expectations. - Verify and maintain client contact and database information. - Function collaboratively as part of a fast-paced, client-oriented team. - Develop and support best practices and operational procedures to create efficiencies. - Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process. - Uphold business ethics by supporting Marco’s vision, mission, and values. - Exemplify the Gold Standard Experience through every interaction. - Attend required company and departmental meetings. - Act in accordance with Marco policies and procedures as set forth in the employee handbook. - Perform other related duties as assigned. Qualifications - High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience. - 0-3 years of experience in Customer Service or a related field preferred. Requirements - Natural aptitude for outcome-based reasoning. - Demonstrate excellent verbal and written communication skills with internal and external customers. - Self-starter, ability to plan and implement sales strategy with limited supervision. - Ability to thrive in a competitive, goal-driven environment. - Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity. - Ability to prioritize responsibilities and operate with changing priorities. - Demonstrate ability to work effectively and professionally with all types of people and situations. - Demonstrate strong attention to detail to ensure accuracy and quality. - Strong desire to help others achieve success, anticipate needs, and take initiative to ensure positive sales outcomes. - Proficient with business collaboration tools including Microsoft Office Suite, CRM, and company-specific programs.
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