Customer Success Associate--Local Applicants Only

General Description:

The Customer Success Associate will support the promise, vision, goals, strategy, and core values by enhancing the customer experience through inbound support via all communication channels including phone, chat, email, SMS, cases, and social media. The role and responsibilities of the Customer Success Associate include placing and processing orders and payments for permits and DTC products, answering sales and service inquiries, educating and advocating for customers, and resolving post-sale issues. The Customer Success Associate is often the first point of contact for customers and thus has the power to convey and form a lasting impression of the Company’s authority, credibility, and success in solving difficult challenges in the transportation and related industries.

Applications must contain a current and detailed resume.

Position Details:

• Starting pay $15/hour
• Full-time: Monday–Friday, 8:00 AM – 5:00 PM CST
• On-Site Position, located at Bridge City Office
• Benefits available after trial period
• Pre-employment drug screen and background check required

Work Requirements:

• Support the customer experience by accurately placing orders for permits and subscriptions for DTC products, modifying existing subscriptions, and effectively answering inquiries regarding services, product features and benefits, pricing, payments, credits or refunds, and policies, procedures.
• Utilize employee training materials, SOP’s (standard operating procedures), reference materials and any other supplemental resources necessary to serve the customer comprehensively, accurately, and independently.
• Accurately resolve customer impacting issues independently and within the first contact as is reasonably possible, and assists in avoiding the creation of unnecessary cases, consultations, and interaction transfers.
• Create accurate and complete records in all operational technology (e.g., The Almighty and Salesforce) to include notes, accounts, contacts, tasks, cases and leads as appropriate and necessary.
• Increase AOV and sales conversion by “Saving the Sale”, offering up/cross-sells, and through other sales enhancement programs.
• Meet attendance, efficiency, productivity, adherence and contact quality goals and standards to include Salesforce Data Quality Score (DQS), average talk time (ATT), inbound call and chat service levels, case and task turn-around, quality assurance scores, and satisfaction ratings.
• Act as the voice of the customer (VOC) communicating customer comments, ideas, preferences, and suggestions.
• Identify, report, and escalate service gaps, customer complaints, and issues related to product quality, functionality, value, and the delivery of service.
• Demonstrate a passion for serving others, whether they are internal or external stakeholders, and balances exceptional service with a drive for profitability and cost control.
• Supports the company brand promise, values, mission, goals, initiatives and policies through compliance, leading with recommendations, maintaining a positive attitude and focusing on solutions, resolution, improvement, progress and the customer experience.
• Demonstrate innovation, insight, ideation, ingenuity, independence and initiative, and actively identifies and peruses opportunities to improve individual and departmental performance and the customer experience.
• Perform other duties as assigned.

Preferred Qualifications:

• High school diploma required; some college preferred
• 6+ months customer sales and service experience; preferably in retail or a contact center setting.
• Experience in the software or transportation industry highly desirable.
• 6+ months experience using CRM tools, e.g., Salesforce, Zendesk, HubSpot, etc.
• Entry-level skill with Microsoft Office 365 products including, Outlook, Excel, Word, PowerPoint, and Teams is required.
• Outstanding listening, verbal and written communication and interpersonal skills with the ability to effectively influence and motivate associates and customers.
• Strong problem-solving, and critical thinking skills with a mathematical aptitude.
• Collaborative with strong desire and ability to work in a team-oriented environment.
• Self-initiative with the ability to multi-task and exhibit a sense of urgency and good judgment in a fast-paced environment.
• Dependable and reliable.

Candidates MUST:

* Be a local Texas resident

* Submit 3 Professional References upon completion of phone interview

* Complete Criteria Corp Assessments immediately following phone interview

* Submit a "Clear" drug screen and background check

* Submit a valid Driver's License and Social Security Card.

Applications must contain a current and detailed resume.