Customer Success Specialist

$47,174 - $47,174/Yr

Crown World - Irvine, CA

Full-time

Irvine, CA

11-50 employees

Miscellaneous Manufacturing

About the position

The Customer Success Specialist at Crown World serves as a key point of contact for new accounts during their onboarding process. This role is essential in managing customer inquiries, tracking orders, and ensuring customer satisfaction to drive retention and upsell opportunities.

Responsibilities

• Serves as a point of contact for new accounts during customer's initial onboarding lifecycle.
• Manages new customer account information in applicable customer management application(s).
• Resolves customer inquiries, including troubleshooting technical inquiries related to orders.
• Tracks incoming orders for assigned customer accounts and coordinates with production teams to address customer requests and concerns promptly.
• Conducts daily outbound calls to existing customers and prospects to gather insights into satisfaction levels and the possibility of repeat purchases.
• Assesses customer needs to upsell and cross-sell compatible products to enhance customer success and drive retention.
• Monitors assigned accounts for customer churn and continuing sales.
• Compiles customer trends to generate reports regarding customer retention and general feedback.
• Sends targeted mailers and emails to existing customers and prospects based on pre-arranged campaigns.
• Stays current on market trends, competitive landscape, and other relevant information related to the competitive market.
• Performs other related duties and projects as business needs require at the direction of management.

Requirements

• Minimum two (2) years of experience in customer service, outbound call center, or similar role required.
• Dental background, preferred.

Benefits

• Pay Range: $22.68 per hour