Customer Success Associate

Overview

We are seeking a polite, professional customer service specialist to provide outstanding service to our customers and delivery providers by assigning incoming tickets, monitoring outgoing responses, handling escalations, answering questions, handling complaints, and troubleshooting problems with our products and services. The customer service specialist may handle a high volume of inbound messages during peak times and should seek to create a positive experience for each customer contacting the account. They will seek to understand the reason for the contact, address all questions or complaints, and provide an accurate and efficient response.

Responsibilities

• Carefully respond to all customer and carrier inquiries with thoughtful written responses throughout the day
• Provide excellent customer service through active problem solving
• Working with confidential customer information and treating it sensitively
• Aiming to resolve issues on the first try by looking around corners
• Showcasing good judgement in offering solutions to customer issues
• Managing through difficult or emotional customer situations
• Working with cross-functional support teams to ensure a consistent and high-quality level of customer support
• Acting as an advocate for our customers by reporting and acting on trends or observed areas for improvement
• Appropriately categorizing customer and carrier inquiries for future data reporting

Qualifications

• 3-5 years of experience in customer service, clerical, retail/office management or administrative support
• Able to work nights and weekends
• Knows & Familiar with Zendesk
• Willing to work in EST or PST time zones
• Familiarity with MS Word, Excel, and PowerPoint
• Excellent written and verbal communication skills
• Demonstrated initiative and problem-solving accomplishments
• Ability to work independently
• High level of organization and demonstrated ability to complete a high volume of tasks and projects with tight deadlines
• Mature judgement and ability to escalate appropriately
• Utilize a variety of software programs to resolve customer inquiries.