Client Success Associate

Urban Science Applications

Full-time - Entry Level

Hybrid

Professional, Scientific, and Technical Services

About the position

The Client Success Associate role at Urban Science involves providing real-time support to automotive clients through various communication channels. This position is crucial for enhancing client satisfaction by addressing inquiries and resolving issues promptly. The role operates in a hybrid work environment, requiring in-person attendance at the Detroit office one day a week, with flexibility for remote work based on team needs and individual preferences.

Responsibilities

• Serve as the first point of inbound client support, handling phone, email, and chat inquiries promptly and effectively.
• Provide inbound support for automotive clientele regarding general customer service inquiries within established SLAs.
• Resolve less complex problems immediately and escalate more complex issues to Client Success Specialist / Senior Specialist as needed.
• Record all inquiries and client touchpoints in Salesforce and Zendesk.
• Provide ad hoc support for reporting requests as needed.
• Identify process improvements and optimization opportunities within the team.
• Communicate proactively with management to provide updates and report issues in a timely manner.
• Collaborate with the fraud team to identify and track fraudulent activity.
• Support multiple solutions in and out of the organization, following established processes and escalation protocols.

Requirements

• Strong attention to detail is necessary.
• Working knowledge of Microsoft Word and Outlook required.
• Ability to communicate verbally and in writing using appropriate grammar and tone.
• Analytical thinking skills to understand and break down situations.
• Results-oriented mindset with a commitment to timeliness and performance standards.
• High ethical standards and integrity in behavior.
• Ability to work cooperatively as part of a team.
• Self-control to manage emotions and behaviors effectively.
• Initiative to improve job results and enhance performance.
• Customer service skills to assist internal and external customers.
• Flexibility and adaptability to work in various situations and with different individuals.
• Strong relationship-building skills to maintain friendly connections with clients.
• Time management skills to prioritize tasks and manage multiple demands effectively.
• Strong problem-solving abilities to resolve issues quickly.

Nice-to-haves

• Prior customer service-related experience preferred.
• Dealership or automotive industry knowledge/experience preferred.

Benefits

• Workplace flexibility with a hybrid model allowing remote work options.
• Support for personal and professional growth through various programs.