Customer Support Representative

Innovative Refrigeration Systems - Lyndhurst, VA

Full-time - Entry Level

Lyndhurst, VA

Machinery Manufacturing

About the position

Innovative Refrigeration Systems, Inc. is looking for a results-oriented Customer Support Representative in Lyndhurst, VA. The CSR will act as the primary advocate for ongoing wellbeing of the customer after the sale has been closed. This person will facilitate and manage our Software as a Service (SaaS) onboarding process, resolve any support issues that arise, work with the staff to conduct training on our SaaS products, and manage customer relationships. This entry-level role will act with autonomy to ensure that customers are fully satisfied with the product and continue to be successful with Innovative's software. Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house.

Responsibilities

• Act as the primary point of contact for clients following sales of Innovative SaaS products
• Own the entire relationship with clients including onboarding, implementation, adoption, retention, satisfaction, and ongoing training needs
• Conduct activation webinars for new client instances
• Actively coordinate software-training sessions to increase engagement and comprehension
• Address any customer support tickets and follow-up to ensure escalations are resolved
• Monitor analytics to track end user metrics and develop effective outreach strategies
• Establish long-term relationships with assigned clients as their trusted and strategic advisor by ensuring the continued value proposition of our products and services
• Conduct ongoing health checks for all accounts
• Conduct quarterly outreach to increase customer engagement and uncover new opportunities for the Sales and Engineering teams
• Work with various departments to connect with customers requiring assistance or guidance maintaining their programs
• Work with Sales team to up-sell additional products to existing customer base
• Collaborate with other colleagues to assist customers whose needs extend beyond software applications.

Requirements

• 2+ years of general customer service experience preferred
• Good phone presence and ability to engage with customers over phone and through email. Professional email etiquette is necessary
• Strong computer skills to include Microsoft Office Suite, internet research, and database entry. Knowledge of Salesforce, HubSpot, other CRM, or helpdesk software is a plus
• Detail-oriented with the ability to multi-task
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Deadline driven
• Must be able to work in a team environment but also independently with minimal supervision.

Nice-to-haves

• Former SaaS experience in a customer-facing role
• Former professional coaching or teaching experience.

Benefits

• Retirement plan; company matches dollar for dollar up to 15%
• Health insurance; company pays 75% of the premiums for employee/family
• Dental insurance
• Vision insurance
• Weekly pay
• Competitive vacation & holiday pay
• Supplemental insurance available (Aflac)
• Short-term & long-term disability coverage
• Accidental death/dismemberment coverage after one year of employment
• Life insurance coverage after one year of employment
• Employee referral incentives
• Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
• Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions