Customer Success Specialist Job at Billshark, Hopkinton, MA

d2sxYTdTSkFjMVVDWTFpQ0FHbDdaQmpnNUE9PQ==
  • Billshark
  • Hopkinton, MA

Job Description

Customer Success Specialist

As the Customer Success Specialist you will be a one-man band with the potential of building a Team of Customer Success Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.

Responsibilities:

  • Help customers and ensure they have a great experience with our product(s)
  • Perform forecasting for proper staffing recommendations
  • Assist agents with difficult customers
  • Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times.
  • Monthly reporting on ticket count/reasons
  • Continuously look for ways to Improve the ticket process and the customers overall experience
    • Constantly review and document the entire customer journey (as it relates to direct customers and partner (keep screen shots up to date)
  • Continuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date/accurate
  • Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team!
  • Become an expert at Birdeye (reputation management platform)
    • 24 hour response time to all Public Reviews
    • 48 hour response time to all Private Reviews
  • Work directly with the Credit/Collections team to resolve customer billing inquiries
  • Maintain NPS and CSAT goals that result in an amazing customer experience

Requirements: 

  • Experience in a customer service role
  • Experience with a customer service ticketing system
  • Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor
  • Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving
  • Self-starter who is able to thrive in a fast-paced, deadline-driven environment
  • Strong interpersonal skills and reliable work ethic
  • Passionate about providing customers with a great experience
  • Willingness to learn new things
  • Experience with MS Office suite and general technical capabilities

Job Tags

Similar Jobs

The State of Oklahoma

Assistant Attorney General - Consumer Protection/Antitrust and Complex Litigation Job at The State of Oklahoma

 ...Job Posting Title Assistant Attorney General - Consumer Protection/Antitrust and Complex Litigation Agency 049 ATTORNEY GENERAL Supervisory Organization Office of Attorney General Job Posting End Date Refer to the date listed at the... 

Lynn Community Health Center

Primary Care Nurse - Temporary Job at Lynn Community Health Center

 ...Primary Care Nurse Do you want to utilize assessment and teaching skills to foster patient health? Are you looking for benefits effective...  ...terminology preferred. Previous Community Health or Ambulatory Experience preferred. Experience with diverse populations a plus... 

Naniq Global Logistics - Lihue

Package Handler - Weekends Required Job at Naniq Global Logistics - Lihue

 ...Job Summary: This position reports to the Lead Package Handler. Are you a dynamic and outgoing person looking to join a diverse team of fun and energetic professionals? We value safety, reliability, dedication to our organization. We look for pride, integrity, grit,... 

Centurum

Telecommunications Specialist Job at Centurum

The individual provides support for special studies and advanced planning; operational communications systems, and ongoing/projected improvements. Performs work toward defined project objectives. As a member of the team, works within general supervisory guidelines and controls...

Somerset

Medical Staff Credentialing Specialist Job at Somerset

 ...Job Title: Credentialing Specialist Location: SBC Corporation Department Name: Medical Staff Req #: 0000212335 Status: Salaried...  ...Requirements: ~ This is an onsite role in Somerset, NJ with hybrid/remote capabilities if/whenavailable. Essential Functions:...