The Customer Success Representative is a key customer-facing position responsible for ensuring that customers have an outstanding experience from the moment they first become a client. Successful candidates will have strong communication skills as well as the ability to work in a fast-paced and dynamic environment. Excellent problem-solving skills, ease of connecting with customers, and relevant experiences that demonstrate the skill sets required to succeed in this position are critical.
Roles & Responsibilities:
Work closely with customers, ensuring a consistent customer experience
Escalate customer issues promptly with appropriate Management
Able to train and coach customers in new software
Able to help customers resolve common issues
Help ensure that customers receive value from their investment in our platform
Act as an escalation point for customer concerns/support issues and facilitate internal communications as needed
Order processing, to include reviewing of new contracts, entry of new jobs
Create UPS and freight shipments
Schedule pickups, on behalf of the client
Work in collaboration with Production Management team, to ensure jobs are processed as the client expects.
Establish and maintain relationships with new and existing clients
Be the liaison between the customer and Docufree Support
Qualifications and Experience
Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
Able to work in a fast-paced, constantly changing environment
Able to effectively tailor communication and style to differing audiences
Passion for customer service and ownership of the customer experience including comprehensive issue resolution
Document Management Experience preferred
Software experience preferred
Excellent written and oral communication skills
Good interpersonal skills
Ability to prioritize workload and work well under pressure
Strong organizational skills, attention to detail, and problem-solving ability
Experience working with Docufree, SaaS based software, preferred
Experience with Microsoft applications Outlook, Word, Excel and PowerPoint
Strong data security awareness and judgment

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