Job Description

ContractToHIre

Hire Dynamics is currently assisting a local client in their search to fill a Customer Success Specialist (CSS) job in Atlanta, GA. The CSS processes inbound customer service requests and inquires via phone, e-mail and Internet portals. The CSS is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company provided services as well as communicating effectively with team members within the customer operational department

 

Responsibilities for this Customer Success Specialist Job include:

  • Provides timely and accurate information to inbound customer service requests

  • Processes customer service requests according to established department policies and procedures

  • Provides timely feedback to the company regarding service failures or customer concerns

 

Day to Day Activities:

  • Answer incoming phone calls, manage E-mail and other web-based systems (Portals)

  • Enter Service Requests into SharePoint based ticket system

  • Enter Orders into CRM (Caesar)

  • Schedule services with service partners

  • Follow up throughout the life of existing tickets - confirm resolution

  • Update different Portals with status of Service Requests

  • Outbound confirmation calls and emails

  • Report escalations to Escalation Management Team

  • Keep the customer informed about Ticket status

  • Administrative tasks as needed

 

Competencies:

  • Customer/Client Focus - Passion for Customer Care

  • Problem Solving/Analysis - Focus and enthusiasm to solve customer issues

  • Time Management - Strong organizational skills

  • Call Management - Call forwarding, conference calls

  • Communication Proficiency - Ability to communicate effectively, verbally and in writing with supervisors, employees, customers, employees and business partners

  • Teamwork Orientation - Able to work with others in a productive way

  • Ability to multitask

  • Ability to think logically

 

Preferred Education and Experience:

  • Bachelor’s degree preferred

  • 2+ years of experience in a professional setting

  • Customer service experience in high volume call center

  • Computer experience

  • Knowledge of industry related terms, concepts, and technologies

 

Click on Apply Now to be considered for this Customer Success Specialist job in Atlanta, GA or you can visit our website www.hiredynamics.com to search for other opportunities that are currently available.

Application Instructions

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