Job Description

Overview:
The Customer Success Representative is responsible for ensuring that the customer experience is top notch from beginning to end. The objective is to mine a growing volume of inbound leads coming from multiple sources to uncover the most promising ones and collect important information prior to a sale. This individual must be a highly motivated self starter who takes pride in their attention to detail, customer service relationship, and relationship development.

EXAMPLES OF MAJOR DUTIES/RESPONSIBILITIES:

Field all incoming phone calls by the first ring and answer web chats within 15 seconds
Respond to web leads and quotes as they come in and initiate discovery questions whenever more information is necessary to produce an initial quote for the sales team
Assist the sales team with quotes, proposals, and follow-up
Log client interactions (phone calls and emails) in HubSpot
Provide troubleshooting assistance for customer orders, account statuses, and relevant issues as needed
Lead times and shipping information
Collect payment information and confirm all pertinent information (products, quantities, colors, mounting style, billing and shipping information, renderings, etc.)
Contact manufacturers for product information, lead times, and estimated shipping dates
Send customers installation instructions, packing lists, and other specific documents and information as needed
Obtain documents necessary to process sales such as a signed purchase order or tax exempt certificate
Daily check-ins with the Success Team Lead to discuss open projects and tasks
Assist the AAA Team meet sales goals
Respond to customer inquiries promptly and professionally
May occasionally assist clients in selecting equipment that best suits their needs
Help drive sales through engagement of clients, suggestive selling, and sharing product knowledge
Provide outstanding customer service
Develop and maintain relationships with new and existing clients
Begin quotes with as much accuracy as possible based on the discovery questions to assist a sales agent (sales agent will complete and send quote)
Maintain and continue to stay up to date in product knowledge
Regularly educate oneself on playground equipment guidelines and regulations as they continue to evolve
Help manage customer expectations with regard to lead times and price estimates
Establish interdepartmental relationships with the other departments within the company to ensure a smooth transition for the client from the lead stage to the completion of the project