Customer Success Specialist

Tax Guard
Westminster, CO / Remote
30+ days ago
Tax Guard
Tax Guard
tax-guard.com

Job Description

JOB TITLE: Customer Success Specialist

DEPARTMENT: Sales

REPORTS TO: Senior Manager, Customer Success

LOCATION: Westminster, Colorado

REMOTE ELIGIBILITY: 3/2 Plan


OUR MISSION

Tax Guard is revolutionizing how tax information is used by businesses to empower their confident decision-making. We are looking for a passionate individual who will not only contribute and grow with our culture of innovation, but share our commitment to the pursuit of success by way of embracing trust, diversity, and integrity in every step.


THE ROLE YOU WILL PLAY

  • Provide account information to customers including but not limited to: account balances, credential inquiries, historical data, etc.
  • Provide timely resolution of customer complaints, concerns, and inquiries
  • Build effective relationships and trust with both customers and potential customers by listening to their needs and educating them on the Tax Guard products & services that are the most appropriate for their situation
  • Act as liaison between customer tickets and appropriate supporting departments when necessary
  • Support customers by assisting in the navigation of report order and delivery process
  • Provide training and support on any customer issues within the Tax Guard portal
  • Document and maintain client communication/contact information in SalesForce
  • Serve as a trusted advisor and subject matter expert to ensure long-term customer success
  • Assist in new customer onboarding and training
  • Self-starter with a passion for problem solving and digging into the details
  • Take ownership of customer relationships and possess excellent follow-through
  • Serve as a trusted advisor and subject matter expert to ensure long-term customer success

EXPERIENCE + FORMAL TRAINING

  • One to three years Customer Success experience or equivalent
  • Excellent customer service skills
  • Proficient in Microsoft Office programs
  • Commitment to excellence and high standards in written and verbal communication
  • Ability to understand and follow written and verbal instructions
  • Ability to perform diversified clerical and technical support functions
  • Ability to effectively communicate with individuals at all levels and from various backgrounds
  • Acute attention to detail
  • Experience working in financial services is preferred but not required

BENEFITS + COMPENSATION

  • Base Range: $45,000 to $60,000
  • Medical, Dental, Vision eligibility on 1st of the Month following the date of hire (Aetna & VSP).
  • 401(K) + Roth with Employer Match after 30 days of service (Safe Harbor Plan).
  • 100% Employer-Paid Life, Short Term Disability, and AD&D.
  • Additional Voluntary Benefits through ADP TotalSource (EAP, Auto & Home Insurance, etc.)

COMPETENCIES

  • Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Source

https://www.indeed.com/jobs

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