Customer Success Specialist
We are seeking an energetic and organized Customer Success Specialist to join our team. The successful candidate will be responsible for managing and serving as a key liaison between the company and its network of customers. This role will lead to the growth, success and management of all assigned Organized Living customers on all products, programs, and systems. Key focus points for this role will include continued world class support to our customers once they have completed Organized Livings onboarding and training process, adoption of Bid360, loyalty to our product lines, and outstanding customer satisfaction of Organized Livings products and support. Customer Success Specialist are pivotal in ensuring smooth communication, resolving issues, and providing support to dealerships in various aspects of their operations. The specialist must possess excellent communication skills, sales relationship building, a deep understanding of the company's products/services, and a proactive approach to problem-solving.
In this role, you will be responsible for:
- Customer Relationship: Take ownership and management of the growth and support for all assigned customers, maintaining regular communication channels to growing customer engagement levels, Bid360 adoption scores, and customer retention.
- Customer Engagement: Serve as the day-to-day contact for all existing and assigned accounts and respond to inbound customer requests in a timely manner as outlined in the Customer Success Service Level Agreements (SLAs).
- Training and Onboarding: Utilize the written customer sales and support process which includes successful receipt of customers from the New Accounts Specialist. As needed, access and organize continued training, refreshed onboarding and ongoing education to our customers in support of Bid360, product knowledge and engagement needs.
- Issue Resolution: Handle and resolve dealer concerns, complaints, and inquiries promptly and efficiently. This may involve troubleshooting technical issues, coordinating with relevant departments, or providing necessary resources.
- Product Knowledge: Develop a comprehensive understanding of the company's products/services and stay updated on any changes or updates. Assist customers in understanding product features, functionalities, and benefits.
- Order Processing: Facilitate the order processing workflow for customers, including auditing orders. Ensure accuracy and efficiency throughout the process to minimize errors and delays.
- Documentation and Reporting: Maintain accurate records of customer interactions, inquiries, and resolutions. Generate reports on customer performance, feedback, and trends to identify areas for improvement and inform strategic decisions.
- Promotional Support: Collaborate with marketing and sales teams to support promotional activities, campaigns, and events. Provide follow up with marketing materials, sales tools, and promotional resources as needed.
- Policy Adherence: Ensure customers adhere to company policies, pricing guidelines, and contractual agreements. Address any compliance issues or discrepancies in a timely manner to maintain consistency and integrity. Communicate concerns or issues and report discrepancies to Director, Customer Success
- Market Insights: Gather feedback from customers regarding market trends, customer preferences, and competitor activities. Relay this information to relevant departments to inform product development, marketing strategies, and business decisions. Ensure to gain insight to onboarding process and Bid360 adoption.
- Continuous Improvement: Proactively identify opportunities to enhance the customer support process, streamline operations, and improve overall satisfaction. Implement feedback-driven improvements and best practices to optimize relationships and drive mutual success.
To be considered for this position, you must have:
• Bachelor's degree in business, marketing, or another related field
• Excellent communication and interpersonal skills
• Proven successful experience in customer service, sales support or customer relations
• Proficiency with Microsoft Office and CRM software
• Detail-oriented with excellent organizational and multi-tasking skills
• Knowledge of sales principles and techniques
• Problem solving mindset with a customer-centric approach to resolutions
• Ability to work independently and as part of a team
• Ability to travel as needed
• Single Family Builder Design Center experience is a plus
Organized Living offers a competitive benefits package including medical, dental, vision, short-term disability, 401k match, profit sharing and a flexible work schedule. Apply today to be a part of a company culture that is exciting, result-driven, open-minded and caring. You will be expected to learn every day, innovate and develop new skills in our fast-paced environment.
If you think you would be a great addition to our team, please submit your resume and a cover letter to csactiveaccounts@organizedliving.com.