General Job Description: The Customer Success Representative is responsible for ensuring that the customer experience is top notch from beginning to end. The objective is to mine a growing volume of inbound leads coming from multiple sources to uncover the most promising ones and collect important information prior to a sale. This individual must be a highly motivated self starter who takes pride in their attention to detail, customer service relationship, and relationship development.

EXAMPLES OF MAJOR DUTIES/RESPONSIBILITIES:

• Field all incoming phone calls by the first ring and answer web chats within 15 seconds
• Respond to web leads and quotes as they come in and initiate discovery questions whenever more information is necessary to produce an initial quote for the sales team
• Assist the sales team with quotes, proposals, and follow-up
• Log client interactions (phone calls and emails) in HubSpot
• Provide troubleshooting assistance for customer orders, account statuses, and relevant issues as needed
• Lead times and shipping information
• Collect payment information and confirm all pertinent information (products, quantities, colors, mounting style, billing and shipping information, renderings, etc.)
• Contact manufacturers for product information, lead times, and estimated shipping dates
• Send customers installation instructions, packing lists, and other specific documents and information as needed
• Obtain documents necessary to process sales such as a signed purchase order or tax exempt certificate
• Daily check-ins with the Success Team Lead to discuss open projects and tasks
• Assist the AAA Team meet sales goals
• Respond to customer inquiries promptly and professionally
• May occasionally assist clients in selecting equipment that best suits their needs
• Help drive sales through engagement of clients, suggestive selling, and sharing product knowledge
• Provide outstanding customer service
• Develop and maintain relationships with new and existing clients
• Begin quotes with as much accuracy as possible based on the discovery questions to assist a sales agent (sales agent will complete and send quote)
• Maintain and continue to stay up to date in product knowledge
• Regularly educate oneself on playground equipment guidelines and regulations as they continue to evolve
• Help manage customer expectations with regard to lead times and price estimates
• Establish interdepartmental relationships with the other departments within the company to ensure a smooth transition for the client from the lead stage to the completion of the project

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person