Customer Success Representative

Job Summary

Required Qualifications

• •High school diploma or equivalent
• •Ability to achieve a call answer rate KPI of 80% or higher
• •Ability to accept calls from the queue as required
• •Ability to clock in on time via ADP desktop and be fully prepared to begin work at the scheduled start time
• •Ability to accurately clock in and out to ensure shifts are documented and compensated correctly
• •Ability to work overtime only when approved in advance
• •Ability to manage unplanned PTO to no more than six occurrences within a rolling 12-month period
• •Ability to submit PTO requests at least 48 business hours in advance
• •Ability to provide two weeks' notice for PTO requests
• •Ability to actively participate in all required training
• •Ability to take ownership of ongoing learning by asking questions, taking notes, and requesting additional training when needed
• •Ability to apply new knowledge quickly to improve performance and customer experience
• •Ability to consistently deliver high-quality work
• •Ability to maintain a case error rate KPI of 0.25% or better
• •Ability to demonstrate accountability and attention to detail in all customer interactions and system entries
• •Ability to be proactive and reinforce approved and trained-upon go-to-market initiatives and messaging
• •Ability to partner with POD team members to serve as a primary point of contact for assigned Key/National Accounts
• •Ability to deliver high-touch, timely, accurate, and professional support via phone and CRM-based email
• •Ability to assist with inquiries including quotes, orders, order changes, product questions, cases, pricing, and general account needs
• •Ability to accurately enter and manage simple orders and simple order changes for Key/National and Core Accounts within Orbus' ERP
• •Ability to develop proficiency in required business systems and tools, including ERP & CRM platforms, and Case Management systems
• •Ability to initiate and resolve simple customer cases independently
• •Ability to escalate or transition more complex cases to Customer Support Associates
• •Ability to proactively communicate with Key/National and Core Accounts regarding order status, updates, promotions, and relevant marketing or product messaging
• •Ability to collaborate closely with POD members and internal teams to resolve Key/National Account concerns efficiently
• •Ability to execute proactive outreach to defined Core Account segments
• •Ability to maintain accurate, organized customer and account records within CRM and internal systems
• •Ability to provide prompt, professional, courteous, and solutions-oriented support
• •Ability to handle overflow tasks as needed, including order support, inbound calls, and customer care inquiries
• •Ability to possess strong organizational skills, including effective management of company email communications
• •Ability to complete all assigned work, including orders and cases, prior to the end of each workday
• •Ability to effectively multitask and prioritize workload in a fast-paced environment
• •Ability to maintain accuracy and attention to detail
• •Ability to bring the right mix of communication skills, organization, problem-solving ability, and a customer-first mindset

Desired Qualifications

• •Associate's degree
• •Bachelor's degree
• •College degree