Product Manager, Debit Card Disputes & Servicing
Navy Federal Credit Union
Customer Success Specialist
EarthCam
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Oversee the end-to-end customer lifecycle, ensuring a positive customer experience
- Engage assigned customers proactively & maintain a regular cadence of communication
- Develop customer success plans geared towards improving customer sentiment, service experience, product usage, & overall value realization
- Maintain proper customer information hygiene for accurate reporting
- Maintain client confidence and protect operations by keeping information confidential
- Support incoming help requests from end users via telephone, email and helpdesk tickets
- Track and record the problem-solving process and document actions taken until resolution
- Deliver service and support to end-users via phone, email or live chat
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Follow standard processes and procedures and adhere to team KPIs for customer satisfaction & product adoption
- Ensure fast resolution for issues while maintaining customer communication
- Perform all other tasks assigned by supervisor
Requirements
- A clear, concise and accurate communicator who cares about brand integrity
- Courteous and confident to ensure customer needs are quickly addressed
- Meticulous about managing information appropriately and securely
- An advocate for the needs of the customer to ensure timely team responsiveness
- A problem solver who thrives on finding solutions efficiently and effectively
- Willing to cooperate with others and work towards the success of the customer and team
- Multi-tasker who can manage prioritization necessary to meet deadlines
- Minimum 2 years’ experience in an external customer facing role
- Minimum 2-years’ experience in a coordinator role, working with cross-functional teams to meet deadlines
- Confident and professional phone etiquette
- Ability to speak and write clearly and accurately
- Ability to work in a team environment
