Rubicon Global is hiring a

Customer Success Specialist

Customer Success Specialist

The Customer Success Specialist (CSS) processes inbound customer service requests and inquires via phone, e-mail and Internet portals. The CSS is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company provided services as well as communicating effectively with team members within the customer operational department.

Location: Tinton Falls, NJ

Essential Functions:

  • Provides timely and accurate information to inbound customer service requests
  • Processes customer service requests according to established department policies and procedures
  • Provides timely feedback to the company regarding service failures or customer concerns

Day to Day Activities:

  • Answer incoming phone calls, manage E-mail and other web based systems (Portals)
  • Enter Service Requests into SharePoint based ticket system
  • Enter Orders into CRM (Caesar)
  • Schedule services with service partners
  • Follow up throughout the life of existing tickets – confirm resolution
  • Update different Portals with status of Service Requests
  • Outbound confirmation calls and emails
  • Report escalations to Escalation Management Team
  • Keep the customer informed about Ticket status
  • Administrative tasks as needed

Competencies:

  • Customer/Client Focus – Passion for Customer Care
  • Problem Solving/Analysis – Focus and enthusiasm to solve customer issues
  • Time Management – Strong organizational skills
  • Call Management – Call forwarding, conference calls
  • Communication Proficiency – Ability to communicate effectively, verbally and in writing with supervisors, employees, customers, employees and business partners
  • Teamwork Orientation – Able to work with others in a productive way
  • Ability to multitask
  • Ability to think logically

Preferred Education and Experience:

  • Bachelor’s degree
  • 2+ years of experience in a professional setting
  • Customer service experience in high volume call center
  • Computer experience
  • Knowledge of industry related terms, concepts, and technologies

 

Rubicon Global is a Certified B Corp and an Equal Employment Opportunity/Affirmative Action Employer. We also maintain a Drug-Free Workplace.

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