Customer Success Representative

Profile

We are seeking a highly motivated individual to join our team as a Customer Success Representative in the retails Services industry. As a Customer Success Representative, you will manage and oversee the day-to-day dispatch operations, handling key accounts and ensuring customer satisfaction.

This is a challenging and rewarding position that offers the opportunity to work with a dynamic team, grow in a scaling company, and make a significant impact on our clients' satisfaction and our company's success.

Key Responsibilities:

Receive and prioritize incoming repair and maintenance requests from various sources, including 3rd party platforms, Graphicom platform, phone, or email.

Maintain accurate records of all service requests, including details of the issue, actions taken, and resolution status.

Communicate with clients to provide updates on the status of newly acquired devices and ensure customer satisfaction.

Manage vendor relationships, including vendor selection, onboarding, compliance, and performance evaluation.

Monitor and track the progress of ongoing product maintenance activities to ensure timely completion and adherence to service level agreements.

Qualifications (Required):

Excellent telephone, interpersonal, and customer service skills.

Excellent verbal communication skills.

Strong written communication.

Excellent organizational and time management skills.

Ability to work in a fast-paced environment and handle stressful situations.

Proficiency with technology

Ability to perform routine work independently and in a team setting

Availability to be in the on-call rotation

Qualifications (Preferred):

Experience procuring external vendors and service providers

Invoicing and quote generation experience

Company info

Smith & Messina, LLP