CUSTOMER SUCCESS SPECIALIST

$50,000 - $55,000/Yr

Buxton - Fort Worth, TX

Full-time - Entry Level

Fort Worth, TX

Real Estate

About the position

Buxton is the global leader in retail customer analytics, aiming to provide data-driven insights and shape the future of customer engagement across all channels. This role is based in Fort Worth, TX and follows a hybrid work model. We are looking for a detail-oriented, self-starter to join the Buxton Customer Success team. The Customer Success Specialist confers with clients to identify problems, questions, and needs. A Customer Success Specialist's role is to offer technical support for products, respond to client queries in a timely and accurate manner, help clients use specific product features, and identify the cause of any bugs or problems. Customer Success Specialists make a real impact in the world of customer support. At Buxton, we offer an opportunity to join both the passion for helping clients succeed, with a dynamic role that combines technical expertise, problem-solving, and relationship-building. The Customer Success Specialist is the expert on Buxton's SCOUT platform, guiding new customers through its intricacies and ensuring they start their journey with Buxton on a clearly defined path to success. Managing a flurry of chat conversations and inbound/outbound calls is the CSS's specialty. They excel in identifying customer needs, clarifying information, researching issues, and delivering solutions promptly and accurately. We don't just meet customer expectations; we exceed them. Building long-lasting relationships and engaging customers by providing that extra touch of care is at the heart of what we do. A CSS has impeccable attention to detail. Keeping comprehensive records of all interactions in our call center database is key to providing consistent and outstanding service. The tech world never stands still, and neither do we. The CSS team is responsible for ongoing customer training as new versions of the tools in our Platform hit the scene, and you'll help keep our Knowledge Base up to date.

Responsibilities

• Confer with clients to identify problems, questions, and needs.
• Offer technical support for products and respond to client queries in a timely manner.
• Help clients use specific product features and identify the cause of any bugs or problems.
• Guide new customers through the SCOUT platform and ensure a clear path to success.
• Manage chat conversations and inbound/outbound calls effectively.
• Identify customer needs, clarify information, and research issues to deliver solutions promptly.
• Maintain comprehensive records of all interactions in the call center database.
• Provide ongoing customer training as new versions of the tools are released.
• Keep the Knowledge Base up to date.

Requirements

• Bachelor's degree in business, sales, economics, real estate, statistics, math, or a similar field (work experience can be considered in lieu of a degree).
• Experience using Microsoft Suite products, especially Excel.
• 1+ year of customer support experience (preferred).
• Familiarity with mapping software (preferred).
• 2+ years of helpdesk experience (preferred).
• Salesforce experience (preferred).
• Excellent written and verbal communication skills.
• Ability to adapt to meet the diverse needs of clients.

Nice-to-haves

• Familiarity with mapping software
• 2+ years of helpdesk experience
• Salesforce experience

Benefits

• Health benefits effective the first day of the month following hire date.
• Company-paid long-term disability.
• Voluntary short-term disability.
• Company-paid Life and AD&D insurance.
• Voluntary supplemental Life insurance (employee/spouse/child).
• Health and dependent care flexible spending accounts effective the first day of the month following hire date.
• Free Virtual Medical Visits for employees and dependents enrolled in a medical plan.
• 401(k) Savings and Investment Plan with 50% company match up to 6% of the employee contribution, 100% vested in only 3 years.
• Generous Paid Time Off including 9 paid holidays.
• Employee Assistance Program.