Customer Success Specialist Job at Billshark, Hopkinton, MA

VDNxWUtEMVN4bmZYbnhENldLY3p3d0U0UGc9PQ==
  • Billshark
  • Hopkinton, MA

Job Description

Customer Success Specialist

As the Customer Success Specialist you will be a one-man band with the potential of building a Team of Customer Success Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.

Responsibilities:

  • Help customers and ensure they have a great experience with our product(s)
  • Perform forecasting for proper staffing recommendations
  • Assist agents with difficult customers
  • Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times.
  • Monthly reporting on ticket count/reasons
  • Continuously look for ways to Improve the ticket process and the customers overall experience
    • Constantly review and document the entire customer journey (as it relates to direct customers and partner (keep screen shots up to date)
  • Continuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date/accurate
  • Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team!
  • Become an expert at Birdeye (reputation management platform)
    • 24 hour response time to all Public Reviews
    • 48 hour response time to all Private Reviews
  • Work directly with the Credit/Collections team to resolve customer billing inquiries
  • Maintain NPS and CSAT goals that result in an amazing customer experience

Requirements: 

  • Experience in a customer service role
  • Experience with a customer service ticketing system
  • Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor
  • Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving
  • Self-starter who is able to thrive in a fast-paced, deadline-driven environment
  • Strong interpersonal skills and reliable work ethic
  • Passionate about providing customers with a great experience
  • Willingness to learn new things
  • Experience with MS Office suite and general technical capabilities

Job Tags

Similar Jobs

Whole Foods Market

Produce Production Team Member (Fruit and Vegetable Cutter) - Part Time Job at Whole Foods Market

 ...pallet jacks, and other heavy machinery. May require use of ladders. Note : The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This document does not reflect all... 

Entyre Care

Customer Administrative Specialist Job at Entyre Care

 ...Your role as a Customer Administrative Specialist We are seeking a detail-oriented and organized Customer Administrative Specialist to manage...  ...and maintain clear, organized documentation for customer success workflows, FAQs, and support resources. # Manage family... 

RCM Healthcare Services

Speech Language Pathologist (SLP or CFY) Job at RCM Healthcare Services

 ...Speech Language Pathologist (SLP or CFY)Speech Language Pathologist Job Description: We are looking to hire Speech-Language Pathologists...  ...Requirements: ~ Master's Degree in Speech Language Pathology Speech Language Pathologist Benefits: ~ Medical, Dental... 

Brothers Heating, Cooling, Plumbing

Sales Lead Generator Job at Brothers Heating, Cooling, Plumbing

 ...Weekly pay via direct deposit ~ Commission on top of hourly rate ~ Paid training no HVAC experience required ~ Career path into Sales Advisor roles ~ Full-time employees also receive: ~ Insurance available after 31 days ~ Low-cost medical (as low as $5/week)... 

Miamiarch

English Teacher Job at Miamiarch

 ...School in Fort Lauderdale, Florida has an opening for a qualified English Teacher for the upcoming 2025-2026 school year. This teacher...  ...certification and years of experience.Qualifications: Bachelor's degree in English, Education, or related field.Florida Department of...