Client Success Associate

OperationsRemote, United States Scottsdale, Arizona San Diego, California San Francisco, CA Los Angeles, CA Salt Lake City, UT Dallas, TX Houston, TX New York, New York Chicago, Illinois Philadelphia, Pennsylvania Seattle, Washington Boston, Massachusetts Baltimore, Maryland Atlanta, Georgia New Orleans, Louisiana Cincinnati, Ohio St Louis, Missouri Orlando, Florida Madison, Wisconsin Fort Lauderdale, Florida


Description

Position Summary:

The Client Success Associate assists our customers (both internal (field team) and external clients) with product inquiries in a swift, proficient and friendly manner. The Client Success Associate will be instrumental in customer and staff retention by addressing concerns and product issues, and by communicating in a professional, positive manner. This position will apply multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously. This position will have the ability to swiftly gain customer confidence and trust.

 

To ensure success in this position, the Client Success Associate will have the ability to maintain sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated and have excellent people skills.

 

Essential Functions:

·         Attending training sessions to grow knowledge of product and to develop customer service skills.

·         Resolving phone and email customer / staff inquiries.

·         Providing outstanding customer service.

·         Identifying customer needs.

·         Ability to qualify and process leads/inquiries.

·         Processing and logging incoming calls into CRM system.

·         Maintaining accurate records for weekly/monthly reporting.

·         Forwarding and escalating inquiries to relevant individuals and departments.

·         Contacting customers to give them accurate feedback on the progress of their inquiries within defined timelines.

·         Updating customer information as required.

·         Maintaining confidentiality of information.

·         Accurate tracking of customer inquiries and resolutions.

·         Performing other duties as the need arises.

·         Ability to sit at a desk for extended periods.

 

Supervisory Responsibilities: N/A

Requirements:

Education & Experience

·         Bachelor’s Preferred.

·         2+ years customer service experience, preferably in related field.

·         Successful completion of provided training.

Technical / Functional Skills

·         Proficient computer skills

·         Experience with Salesforce or similar CRM

·         Proficient with MS Office suites

·         Excellent phone etiquette

·         Outstanding communication skills, both verbal and written

·         Strong people skills

Competencies

·         Conveys high integrity and honesty

·         The ability to analyze issues and problem solve

·         Strong communication skills

·         Teamwork and collaboration

·         Technical and professional expertise

 

The National University System is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. As a network of nonprofit educational institutions, the System employs more than 3,300 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows for students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, the National University System is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

The National University System offers a comprehensive benefits package, competitive salaries, and an opportunity to work in an innovative environment that supports diversity. It is our policy to provide equal employment opportunities for all applicants and employees. The System does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, marital status, sexual orientation or any other basis protected by state of federal laws.