Customer Service Staffing Agency

Position Summary: The Client Success Manager ensures clients achieve desired outcomes with the company’s products or services. This role focuses on building long-term relationships and driving customer retention and growth.

Key Responsibilities:

• Act as the primary point of contact for assigned clients.
• Develop a deep understanding of client needs and goals.
• Monitor client satisfaction and implement strategies to improve experiences.
• Collaborate with internal teams to resolve client issues promptly.
• Identify upsell and cross-sell opportunities to expand client engagement.
• Provide regular updates and performance metrics to clients.

Qualifications:

• Bachelor’s degree in Business, Marketing, or related field.
• 3+ years of experience in client success or account management.
• Strong interpersonal and communication skills.
• Proficiency in CRM tools (e.g., HubSpot, Gainsight).
• Proven ability to manage multiple client accounts effectively.

Position Summary: The Customer Experience Coordinator enhances customer satisfaction by analyzing feedback, improving processes, and coordinating efforts to deliver exceptional experiences.

Key Responsibilities:

• Collect and analyze customer feedback to identify areas for improvement.
• Collaborate with teams to enhance customer touchpoints and processes.
• Monitor customer satisfaction metrics and provide actionable insights.
• Coordinate initiatives to improve the overall customer journey.
• Address customer inquiries and provide support when needed.
• Assist in the development of training materials for customer-facing teams.

Qualifications:

• Bachelor’s degree in Business, Marketing, or related field preferred.
• 2+ years of experience in customer experience or support roles.
• Strong analytical and organizational skills.
• Proficiency in customer experience tools (e.g., Qualtrics, Medallia).
• Excellent communication and collaboration abilities.

Position Summary: The Customer Support Specialist addresses customer inquiries and resolves issues efficiently to ensure satisfaction. This role focuses on delivering excellent customer service and providing solutions to enhance the customer experience.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat in a timely manner.
• Resolve product or service issues by identifying the problem and providing solutions.
• Document and track customer interactions in CRM systems.
• Escalate complex issues to the appropriate department when necessary.
• Provide product or service information to assist customers effectively.
• Contribute to customer satisfaction metrics and feedback initiatives.

Qualifications:

• High school diploma or equivalent; bachelor’s degree preferred.
• Proven experience in customer service or support roles.
• Strong problem-solving and communication skills.
• Proficiency in CRM tools (e.g., Salesforce, Zendesk).
• Ability to manage multiple tasks efficiently.

Position Summary: The Help Desk Technician resolves IT-related customer issues, ensuring smooth operations and minimizing downtime. This role provides front-line technical support and troubleshooting.

Key Responsibilities:

• Respond to IT-related issues and resolve them efficiently.
• Install, configure, and maintain software and hardware systems.
• Provide guidance and support for end-users on IT-related concerns.
• Document and track issues in ticketing systems.
• Escalate complex issues to higher-level support when necessary.
• Maintain knowledge of IT systems and emerging technologies.

Qualifications:

• Associate degree in IT or related field; certifications (e.g., CompTIA A+) preferred.
• Proven experience in help desk or IT support roles.
• Strong technical troubleshooting and problem-solving skills.
• Familiarity with operating systems (e.g., Windows, macOS) and IT tools.
• Excellent communication and interpersonal skills.

Position Summary: The Support Operations Manager optimizes support teams and processes to ensure maximum efficiency and customer satisfaction. This role involves overseeing operations, managing performance metrics, and driving continuous improvement.

Key Responsibilities:

• Develop and implement strategies to improve support team efficiency.
• Monitor key performance indicators (KPIs) and prepare performance reports.
• Provide leadership and coaching to support teams.
• Collaborate with other departments to enhance support processes.
• Implement tools and technologies to streamline workflows.
• Analyze customer feedback and trends to inform decision-making.

Qualifications:

• Bachelor’s degree in Business, Operations, or related field.
• 5+ years of experience in support operations or management roles.
• Strong leadership and organizational skills.
• Proficiency in support tools and platforms (e.g., Zendesk, Freshdesk).
• Excellent analytical and decision-making abilities.