Customer Success Representative I 239 views

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Mimiac {mi-mee·ak} noun 1. A smart, enthusiastic and overly zealous person who loves working at Mimeo.

Customer Success Representative I

Hours: Monday – Friday, 3:30 PM- 12:00 AM

Training: Monday-Friday 10:00 AM – 6:30 PM

Summary : The Customer Success Representative I works within a team dedicated to the success of our customers and is committed to proactively and enthusiastically impressing our customers at every interaction. Their superior service builds loyalty and lasting relationships through their passion and knowledge of Mimeo products.

Key Responsibilities/Duties

Phone/Email/Chat Support – 50%

  • Accepts and replies to customer inquiries via phone, email or chat; and, follows up on customer issues not immediately resolved
  • Creates and maintains clear and accurate written documentation within Salesforce.com
  • Assists customers with basic technical issues on all Mimeo platforms
  • Gives full attention to others, taking the time to understand the customer’s’ needs, and asks questions appropriately and professionally
  • Sets priorities and makes competent business decisions based on the data at hand; and, be able to process the multiple aspects of a problem or issue and come to a sound resolution
  • Educates customers on product functionality and value to increase the level of satisfaction and success customers have with Mimeo
  • Has the ability to be self-managed to complete the task at hand and proactively pursue other work as tasks are completed

Communication – 25%

  • Uses effective interpersonal skills—Establishes good interpersonal relationships by helping customers feel valued, appreciated, and shows concern and empathy for their benefit
  • Clearly understands and communicates information effectively, while adjusting to the audience, by acknowledging, restating and painting a picture that goes beyond the customer need
  • Works with internal groups to triage and resolve customer inquiries
  • Performs initial root cause analysis to identify quality concerns and follows up with appropriate resolution to the customer

Process Improvement – 25%

  • Educates the customer on Mimeo’s best practices in regards to creating, building, sharing, ordering and publishing documents across platforms
  • Increases customer satisfaction and effortlessness by recommending improved processes
  • Identifies new product and service applications based on customer’s needs
  • Conveys and champions ideas that improve the Mimeo product and solution
  • Takes action, makes decisions, and shapes individual and team priorities to reflect Mimeo’s core values -Act like an owner, Delight the customer, Enjoy the Ride

Required Skills

  • Bachelor’s degree in a related field preferred
  • 2+ years previous experience in a customer success-driven organization
  • Proficient in the use of software systems (Salesforce a plus) and working knowledge of the Microsoft Office suite and Adobe Acrobat Professional. Basic knowledge of FTP, HTTP, HTTPS, SSL; internet browsers and ISPs; proxy servers and firewalls etc.
  • Meet or exceed individual metrics established by the supervisor
  • Must be able to work 2nd shift, 3:30 PM-12:00 AM
  • Must have the ability to speak in a pleasant voice while enunciating clearly so that others are able to understand
  • Must be able to “bounce back” after a difficult customer interaction and to remain emotionally neutral
  • Technical knowledge and minor troubleshooting ability

Essential Job Functions

  • Ability to sit for long periods
  • Ability to reach, bend, and stoop occasionally
  • Ability to stand and walk occasionally
  • Ability to lift up to 20 lbs. occasionally

Competencies

  • Communication Skills: Confidently and clearly communicates using the appropriate medium and approach
  • Conflict management: identifies and resolves issues while reducing the potential for negative impact
  • Performance & Results Driven: Acts like a business owner. Demonstrates personal accountability to achieve individual and company goals.
  • Customer Focus: aligns strategies and actions to achieve company and customer business objectives
  • Customer Engagement: Engages customers through credible presence, consistent follow through and value-added solutions
  • Decision Making: Makes timely, prudent decisions based on available data
  • Integrity: Acts with honesty, candor and transparency. Builds effective business relationships based on trust and respect
  • Initiative and Accountability: Consistently seeks to improve performance and demonstrates personal investment in optimizing organizational outcomes

Who we are: Mimeo.com is the innovator of online managed content distribution and printing. Our global footprint and cloud-based platform provide customers the simplest way to create, manage, and distribute content and materials they rely on to do business. We measure success on our ability to delight customers by delivering ease of use, speed, quality and value. Mimeo has delivered on this mission for more than 50,000 organizations, small businesses, and Global 2000 companies in over 140 countries.Mimeo.com offers a fun and exciting culture as well as one of the most generous benefits packages in the area, including low cost medical, life insurance, STD/LTD, PTO and 401k.

Job Type: Full-time

Salary: $16.00 to $17.00 /hour

Required education:

  • Bachelor’s

Required experience:

  • Customer Service: 2 years
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