Customer Success Representative - Hybrid

SUMMARY 
This position is the first point of contact with our insurance broker and direct to consumer customers. You are the first impression of our business and the start of a positive customer experience that will boost a customer's confidence in our service and product offerings. This position covers a multitude of duties and is very fast paced at times. This position must work in the Akron office 3 days per week.  This is a bilingual in Spanish role. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Providing remote application and customer support to end-users of the cloud-based proprietary software.
• Assisting users with error messages and notifying development of issues when necessary.
• Instructing users on the proper use of the software via telephone, screenshare, and email.
• Independently trouble shoot software to identify bugs and errors.
• Following up with development and users to ensure each case is closed in a timely manner.
• Meet department attendance requirements, including being prompt and available during scheduled shift.
• Ability to meet multiple deadlines in a fast-paced environment. 
• Perform similar job-related duties and projects as assigned.
• Support parent company’s sales staff when questions or issues arise.
• Learn and maintain familiarity with CMS compliance and protocol. 

REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED
• One-year recent experience as a CSR in a fast-paced inbound call center environment (preferred)
• Must be customer service oriented
• Proficient with computers
• Be an independent problem solver
• Fluent in Spanish for spoken and written word
• Have excellent organization skills
• Be able to multitask
• Adapt quickly to new responsibilities 
• Hybrid schedule

SUPERVISORY RESPONSIBILITIES 

• None

CERTIFICATES, LICENSES, REGISTRATION

• None

PHYSICAL DEMANDS  
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm, as in handling.
• Speaking: Expressing or exchanging ideas by means of spoken word. Those activities in which require detailed or important spoken instructions must be conveyed to other workers accurately and quickly. 
• Hearing: Ability to receive detailed information through oral communication with or without correction. 
• Repetitive Motion: Substantial movement (motions) of the wrist, hands, and fingers.

WORK ENVIRONMENT  
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office environment with controlled temperature.

ADDITIONAL REQUIREMENTS
The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among co-workers.

COMPUTER PROGRAMS USED ON A DAILY BASIS
MacOS
Google Apps
Microsoft Office 365 Suite
Asana
Vonage
INSXCloud Broker Platforms