JOB PURPOSE:

The Client Success Representative I plays a key part in ensuring customer satisfaction by providing assistance and responding to technical software questions, client concerns, and software enhancement suggestions. Clients of this position are generally specialty retailers, but also include brands, suppliers and other industry partners.

REPORTING STRUCTURE:

This position reports to the Technical Support Manager. This position has no direct reports and is a remote position.

JOB FUNCTIONS:

Customer Support
Respond to customer inquiries promptly and professionally via email, phone, or live chat
Collaborate with fellow CS Reps to escalate and resolve complex problems
Product Knowledge
Develop a deep understanding of Workstands software platform, the role of digital marketing, ecommerce, and in-store sales in their businesses
Proactively suggest improvements in website design and site configuration to maximize customer success
Communication
Clearly and effectively communicate technical information to “non-technical users”
Provide software-related information and documentation to customers when appropriate
Documentation
Maintain detailed records of customer interactions and resolutions in our CRM
Continuously update and maintain internal and external documentation for all aspects of our software and processes

This is not a comprehensive list of possible responsibilities, tasks and duties. There are a variety of other duties that will need to be completed on an as needed basis.

QUALIFICATIONS:

Customer service experience preferred
Specialty retail and/or bicycling industry preferred
Strong communication skills, both written and verbal
Excellent organizational skills and attention to detail
Basic understanding of Google Suites, Google Merchant Center, Google Shopping preferred
Willingness to take initiative and work effectively without close supervision
Adaptable and flexible with change.

Limited domestic travel may be a requirement.

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Client Success Rep I