Customer Success Specialist
We are a Chicago based, VC funded tech company (http://bit.ly/ReviewTrackers). Our company focuses on simplicity, and usability to provide location based businesses an easy way to monitor what is being said about them in online reviews. We have thousands of paying locations already and are growing every month.
The Customer Success team is a hybrid of account management and support. We work with new technology adopters looking for a way to make their online reputation management more efficient. We pride ourselves on providing friendly, patient, and concise next-level support to optimize the customers road to success. This position reports to the Director of Customer Happiness.
The Customer Success Specialist will:
- Answer customer support questions from assigned accounts via help-desk email and phone.
- Strategically drive customer engagement with outbound proactive touch points as customers’ needs fluctuate, including ongoing training opportunities and product updates.
- Manage your segment of annual account renewals, up-sells, and cancellations.
- Assist with writing and updating customer facing help articles and other internal documents.
- Constantly evolve expert knowledge of ReviewTrackers software along with review and reputation management space to be a best practice resource for customers.
- WOW customers by sending handwritten welcome cards and mailed goodies.
- Work hand-in-hand with all ReviewTrackers team members through entire customer lifecycle, such as, sales resources, references, case studies, onboarding, quality assurance assistance, and training webinars.
This role is perfect for someone with 1-3 years working in customer service, customer support, community management, or account management.
*Please note: In order to be considered for this role, candidates MUST include a cover letter, you will not be considered with out it! Please tell us about your favorite memory of WOW’ing a customer or client in your cover letter!
Candidates should have:
- Excellent communication skills, and even better phone and email etiquette.
- Be a natural empathizer.
- Be highly organized, responsible, and resourceful.
- Be able to multitask, learn quickly, and manage your time well.
- Enjoy planning and identifying new ways to help someone succeed.
- Be persistent in getting to the root of the problem. You never leave anything unanswered, and always follow up to make sure it has been resolved.
- Be even tempered, and able to keep your cool under pressure.
- Thrive within a team of people passionate about helping others, self-improvement, and honesty - all with a smile.
- We don’t really care if you have a BA, BS, MBA, PhD, or are a Knighted Lord. But you do have to be smart and excited about learning our industry and figuring out how we can help our customers succeed!
- Dress codes and punching a time clock are a thing of the past. Be comfortable but come to work.
- Innovative and empowering work environment. Our office is full of smart, talented and dedicated comrades who work hard and get s**t done.
- Drinks and snacks provided to nurture those creative juices. Our kitchen has a constant flow of new, healthy - and not so healthy - snack foods.
- Easy access to public transit. The Blue and Green ‘L’ lines are just a hop, skip, and a jump away along with the Halsted bus. The Grand Bus is practically at our front door and street parking is easy to find.
- Excellent healthcare benefits with Review Trackers covering 100% of Health, Dental & Vision insurance. Yes, 100%
- We offer a competitive salary
- Retirement Plans, Life Insurance & Flex Spending Accounts
- Paid vacation in your first year