Customer Success Specialist

Job Description:

Job Title: Customer Success Specialist

Classification: Non-Exempt

Job Overview

This position ensures customers receive outstanding assistance and are satisfied with a company's products. Serve as the bridge between the company and its clientele, addressing inquiries, resolving issues, and providing information that enhances the customer experience.

This position is also expected to support the overall operation of Leap Orbit when needed. Certain tasks maybe asked that do not fall into the essential functions of this job. 

Essential Functions

• Ensure customer satisfaction.
• Use feedback to enhance customer experiences.
• Conduct regular check-ins to address concerns and offer support.
• Complies with company policies, procedures, and regulations.
• Performs other related duties.

Behavioral and Technical Competencies

• Actively paying attention to what the customer is saying, understanding their needs, and responding appropriately.
• Analyzing customer issues, identifying solutions, and resolving problems effectively.
• Demonstrating understanding and compassion towards customers’ feelings and concerns.
• Diagnoses technical issues reported by customers.
• Collaborates with technical teams to resolve complex problems.
• Proficient in using Freshdesk.
• Establishing a positive and respectful relationship with customers.
• Self-motivated and proactive
• Ability to maintain confidentiality and integrity.
• Ability to keep current in field and knowledge base.

Physical Demands

This is a sedentary role which may sit or use a computer for long periods of time. Finger dexterity is needed for keyboarding. Extended periods of time reading/viewing computer screens. 

Required Education and Experience

• High School Graduate
• Microsoft Office Experience
• Experience working in ERM, preferred