Associate, Customer Success

Position Summary:

As an Associate in the Customer Success Department, you will be the frontline advocate for our customers, ensuring that every interaction delivers value and strengthens customer relationships. This role involves providing support through SMS, email, phone, and chat, conducting outbound membership renewal calls, managing corporate memberships, and assisting with internal support functions such as handling the accounting inbox and processing returns. With a strong focus on customer satisfaction, you will play a key role in driving engagement and ensuring a seamless customer experience.

Essential Duties:

•    Provide real-time customer support through SMS, email, phone, and chat, delivering exceptional customer service and issue resolution. 

•    Conduct outbound calls for membership and certification renewals, clearly communicating the value of continued membership, aiming to close the sale.

•    Manage and support corporate memberships, ensuring seamless customer support, onboarding, engagement, and retention. 

•    Support internal initiatives, including managing the accounting inbox and assisting with return processing. 

•    Maintain accurate customer records in CRM systems and ensure all interactions are properly documented. 

•    Meet or exceed performance metrics, including response time, resolution rate, customer satisfaction scores, quality assurance, and schedule adherence.

•    Identify customer pain points and escalate unresolved issues as necessary by following documented procedures and workflows. 

•    Continuously improving processes by participating in training and feedback sessions.

•    Proactively identifies and resolves customer issues by leveraging the knowledge base, analyzing patterns, and applying critical thinking to provide effective solutions and enhance the customer experience.

•    Other duties as assigned. 

Supervision Exercised:

•    None

Required Knowledge, Skills & Abilities:

•    Ability to ramp-up performance during 90-days.

•    Strong verbal and written communication skills across multiple channels. 

•    Ability to actively listen, empathize, and resolve customer inquiries efficiently. 

•    Strong problem-solving and critical-thinking skills to address complex customer concerns. 

•    Ability to multitask and work in a fast-paced environment. 

•    Detail-oriented with strong documentation and organizational skills. 

•    Adaptability and willingness to learn new processes, products, and technologies.

•    Agile learning; multiple contact queues, process, procedures, and software programs.

•    Bilingual: Spanish is advantageous but not mandatory. 

Required Education and Experience:

•    High School diploma or GED required. 

•    5+ years of experience in a customer service or customer success role, preferably in a technical contact center environment.