This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
Earthcam - Upper Saddle River, NJ
posted about 2 months ago
About the position
The Client Service Specialist at EarthCam is responsible for overseeing the entire customer lifecycle, ensuring a positive experience for clients. This role involves proactive engagement with customers, developing success plans, and maintaining accurate customer information. The specialist will support incoming help requests and track the problem-solving process to ensure timely resolutions while adhering to team KPIs for customer satisfaction and product adoption.
Responsibilities
- Oversee the end-to-end customer lifecycle, ensuring a positive customer experience
- Engage assigned customers proactively & maintain a regular cadence of communication
- Develop customer success plans geared towards improving customer sentiment, service experience, product usage, & overall value realization
- Maintain proper customer information hygiene for accurate reporting
- Maintain client confidence and protect operations by keeping information confidential
- Support incoming help requests from end users via telephone, email and helpdesk tickets
- Track and record the problem-solving process and document actions taken until resolution
- Deliver service and support to end-users via phone, email or live chat
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Follow standard processes and procedures and adhere to team KPIs for customer satisfaction & product adoption
- Ensure fast resolution for issues while maintaining customer communication
- All other tasks assigned by supervisor
Requirements
- Minimum 2 years experience in an external customer facing role
- Minimum 2-years experience in a coordinator role, working with cross-functional teams to meet deadlines
- Confident and professional phone etiquette
- Ability to speak and write clearly and accurately
- Ability to work in a team environment
Benefits
- Health insurance (Single coverage 100% paid for by company)
- Dental and vision insurance
- 401K Plan (with aggressive company matching)
- Paid time off, plus paid holidays
- Regular free breakfasts, lunches and snacks
- Bicycles to ride around campus
- Team BBQs and annual company Olympics
