Job Description

This role is the communication hub to the company. Our Client Sucess Representitives are the direct communicators between SureCall and our clients, and between our Ambassadors and the clients they represent.

As the main point of contact for existing clients, Client Success responds to requests and inquiries regarding client accounts. The Client Services department includes our CS Representatives and our Programmers. CS Representatives are regularly promoted from our client ambassador pool which allows our representatives to have the most hands-on knowledge and experience. This enables our team to provide the best possible support for all types of requests such as upgrades, downgrades, account changes, billing inquiries, credit requests, issues, and more. This same knowledge provides a distinct advantage when it comes to translating customer needs, account operation, to agent handling. It is the goal of our CS department to assist promptly and effectively, regardless of the type of inquiry, and always with a smile.

This is an in-house position with Monday to Friday, 8 AM to 5 PM schedule. This person will work closely with the entire team and clients to ensure that clients’ expectations and needs are being met on daily basis.

The client success representative is responsible for the following:

Supporting the strong business relationships, the company has with existing and new clients.
Ensuring our clients are exceptionally looked after and creating loyalty and long-term relationships for the success of our client’s business is critical.
Creating strong business-to-business relationships with new customers.
Customer follow-up and ensuring a complete customer satisfaction experience.
Provide creative and innovative solutions and assist in ideas for new revenue streams.
Ability to organize, track and accurately record and report on results.
Be a team player as part of the support of the growth for the entire company
No Box Thinking, ensures creativity and innovation are top of mind.
On-boarding new accounts and account upgrades/downgrades
This is not a sales position

Please note that this is not a comprehensive list of responsibilities as our support team interacts, collaborates, and does a lot of cross-departmental work.

Requirements & Qualifications