Job Description

Job description

Description:

At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support.

As a Customer Success Associate, you are responsible for the experience of our customers. This is a demanding role that requires a unique skillset. As the voice of Alumni, you will act both as an advocate for our product and as a champion for our customers. Your job is to ensure that Alumni customers have the best experience possible, no matter what channel they choose to contact us. We take customer service seriously and this position is essential to the team’s success.

What you’ll do on the team at Alumni:

Work efficiently within the appropriate internal Customer Relationship Management (CRM) systems and other internal tools
Process quotes and respond to pricing requests
Effectively resolve customer questions through phone or email in a considerate and timely manner
Take ownership of issues and customers problems from beginning to end
Compose thoughtful, personalized responses to a variety of customer requests
Triage incoming requests and spot trends in customer issues to flag for the rest of the team
Identify, reproduce and document service requests for the internal teams
Confirm and revise quotes, provide delivery ETAs, calculate associated costs and provide updates accordingly
Support our outside sales organization with any questions that may arise
Be the go-to person regarding product knowledge and specifications
Contribute to the ongoing learning and success of your team by contributing to the creation of documentation
Being a small business, there is always the opportunity to help in additional areas, so be prepared to be flexible to contribute on any supplementary tasks which may arise during the course of a work day outside of what is outlined above

Requirements - About you and what type of skills you’ll need:

You’re able to work within a CRM or ticketing system and you’re not intimidated by the technology
You care deeply, genuinely and passionately about customer support, solving problems for customers and about the role it plays in making a customer-centric team successful
You are a team player with the ability to multi-task
You have an attention to detail and aptitude for product descriptions and specifications
You know when something is over your head and are not afraid to ask for help
You are skilled at explaining product problems succinctly and clearly
You are a naturally empathetic and an articulate communicator
You are professional and respectful in all your interactions, both internally and externally

Job Types: Full-time, Permanent

Pay: From $20.00 per hour

Expected hours: 40 per week

Additional pay: