Customer Success Representative- Print

Position Summary/Objective

The Customer Success Representative is responsible for delivering unparalleled customer service by consistently exceeding expectations and building strong and lasting relationships through open communication, reliability and a customer-centric approach. You will provide prompt and efficient assistance to meet the ever-evolving needs of Marco’s valued customers and employees.

Essential Functions

▪ Handle and prioritize incoming client calls, emails and correspondence efficiently, assessing the urgency and severity of issues to set priorities. Record and assign tasks accordingly.

▪ Provide prompt and detailed communications to internal and external clients.

▪ Review accounts for upsell and cross-sell opportunities and escalate as necessary.

▪ Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing the need for further escalation.

▪ Maintain contact center expectations.

▪ Verify and maintain client contact and database information.

▪ Function collaboratively as part of a fast-paced, client-orientated team.

▪ Develop and support best practices and operational procedures to create efficiencies.

▪ Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.

▪ Uphold business ethics by supporting Marco’s vision, mission and values.

▪ Exemplify the Gold Standard Experience through every interaction.

▪ Attend Required Company And Departmental Meetings.

▪ Act in accordance with Marco policies and procedures as set forth in the employee handbook.

▪ Perform other related duties as assigned.

Qualifications

Education and Experience

▪ High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience.

▪ 0-3 years of experience in Customer Service or a related field preferred.

Required Skills

• Natural aptitude for outcome-based reasoning.
• Demonstrate excellent verbal and written communication skills with internal and external customers.
• Self-starter, ability to plan and implement sales strategy with limited supervision.
• Ability to thrive in a competitive, goal-driven environment.
• Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity.
• Ability to prioritize responsibilities and operate with changing priorities.
• Demonstrate ability to work effectively and professional with all types of people and situations.
• Demonstrate strong attention to detail to ensure accuracy and quality.
• Strong desire to help others achieve success, anticipate needs and take initiative to ensure positive sales outcomes.
• Proficient with business collaboration tools including Microsoft Office Suite, CRM and company specific programs.