JOB DESCRIPTION

Title: Customer Success Representative I

Report To: Customer Service Supervisor

General Summary: The Customer Success Representative for Transportant is joining a fast-growing start-up company selling transportation technology into the K12 market. The role will have responsibility for working with customers to help resolve their issues directly or with the support of other Transportant resources.

Principal Duties and Responsibilities:

• Flexibility to work early shift hours, 5:00AM-1:30PM Monday-Friday from August through May, June-July 8:00AM- 4:30PM.
• Manage large amounts of incoming calls, emails, and tickets.
• Prioritize and deliver outstanding customer service by troubleshooting and resolving issues from customers.
• Manage complex customer inquiries by applying root cause analysis and deep product expertise.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure a timely resolution.
• Contribute to the development of internal tools and processes, including developing documentation and training materials.
• Build sustainable relationships of trust through open and interactive communication.
• Keep accurate and up to date records of customer interactions, process customer accounts, and file documents.
• Escalate inquiries and requests as necessary to the appropriate department or person.
• Work with management to develop and improve customer service initiatives.
• Display a courteous and helpful attitude to all customers.
• Go the extra mile to engage customers

Knowledge, Skills and Abilities/Qualifications:

• Ability to learn and demonstrate detailed knowledge of the company’s products and services.
• Have a strong knowledge of the company’ products and how they interact
• Excellent interpersonal and communication skills
• Excellent verbal and written communication skills (ability to speak and write in English fluently and idiomatically)
• Knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Proficient in Google Suite or related software (e.g. Microsoft Office).

Education and Experience

• Prior Customer Service experience is required
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer oriented with the ability to adapt/respond to different types of customers
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• Analytical and organizational skills
• Strong problem solving skills

Work Environment

Most of the work will be in an office environment with significant time on the phone and computer. There may be occasional out-of-state travel required, therefore, a valid driver’s license, clean driving record, and reliable transportation are also required.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Required)

Ability to Commute:

• Lenexa, KS 66215 (Required)

Ability to Relocate:

• Lenexa, KS 66215: Relocate before starting work (Required)

Work Location: In person