Customer Success Specialist

The Customer Success Specialist will be responsible for managing customer contact received by telephone, email, writing or webchat. They will work actively with internal partners to provide an exceptional customer experience. The ideal candidate for this position will have established customer service experience and a commitment to delivering the highest quality care to all of our customers. Hours for this position are 10AM to 7PM.

Responsibilities

• Achieves and maintains rapport with customers and works to give them the best possible service/solutions.
• Answer incoming customer calls concerning order status, inventory availability, pricing, artwork, issues, etc.
• Authorizes merchandise returns, credits, and prepares related paperwork.
• Supports the needs of Outside/Inside sales representatives.
• Has knowledge of product line/brand, prices, delivery time, and various marketing promotional programs.
• Updates orders and posts activities such as change notices, scheduling changes, partial shipments, and shipping changes, etc.
• Communicates effectively cross functionally throughout the organization to ensure order completion.
• Prepares written or oral price quotations on decoration techniques, shipping costs, and general pricing issues.
• Receives phone calls, e-mails and fax requests for purchase orders, order changes, adjustments, and cancellations directly from Gemline customers
• Receives and responds to all customer inquiries and complaints. Analyzes requests and resolves customer concerns.
• Responsible for guiding complaint resolution and problem solving in a timely manner.
• Reports any and all negative conditions affecting customer satisfaction.
• Utilizes the company database to retrieve pertinent information required by the customer.
• Follows departmental policy with regards to noting all telephone/email/webchat correspondence in the CRM database.
• Has the ability to identify improvement opportunities.
• Provides switchboard relief as scheduled.
• Performs other related duties as assigned by the supervisor or manager.

Requirement/Qualifications

• Excellent communication skills, both written and verbal
• Excellent organizational skills
• Strong telephone etiquette skills
• Excellent troubleshooting and problem-solving skills
• Minimum two-years of experience in a customer service/call center environment
• Exceptional interpersonal skills; build strong relationships with customers
• Ability to use a CRM, Salesforce a plus
• Must be extremely detail oriented
• Must be a team player
• Must be able to effectively use a PC including Microsoft Office (or equivalent programs) and a Windows based environment
• Ability to adapt to a fast-paced environment.