Operations Manager, Customer Success Operations
SmarterDx
ServiceNowSQL
Client Experience Specialist
Language Services Associates
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Receive incoming customer support calls, emails, and web chats and use company and product knowledge to resolve customer issues.
- Utilize CRM to manage and document all customer communication, issue resolution, lead qualification and account activity.
- Resolve cases according to the case resolution guidelines and make recommendations and implement improvements when necessary.
- Analyze data and prepare reports on customer information.
- Assist with all aspects of client implementation including coordinating LSA Team, and client, and executing implementation plan.
- Responsible for providing timely and professional responses to clients through all channels regarding all outstanding inquiries.
- Act as a liaison with other departments as necessary while maintaining knowledge of other departmental processes.
- Performs other duties as assigned.
Requirements
- Strong interpersonal skills, diplomacy, and discretion.
- Proven success in creating and maintaining customer relationships.
- Multitask and work well under pressure in a time-constrained environment; Able to efficiently and effectively respond to client concerns and projects as they arise.
- Experience analyzing data and creating reports.
- Experience with Microsoft Dynamics or other CRM preferable.
- Experience training staff preferred.
Benefits
- Medical
- Dental
- Vision
- 401k with partial match
- Other employer covered benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreport creationcustomer issue resolutionlead qualificationclient implementation
Soft skills
interpersonal skillsdiplomacydiscretionmultitaskingworking under pressureclient relationship management
