Client Success Associate - Dealership Performance
Urban Science
- Detroit, MI
- Permanent
- Full-time
- Serves as first point of inbound client support, handling phone, email, and chat customer inquiries promptly and effectively in a fast paced, team-oriented environment.
- Provides inbound support for automotive clientele regarding general customer service inquires within established SLAs.
- Occasional outbound support through phone and email. This is mostly related to product setup and providing our startup guides for the dealerships to follow.
- Responsible for resolving less complex problems immediately, escalating more complex problems to Client Success Specialist / Senior Specialist when needed.
- Records all inquiries and client touchpoints in Salesforce.
- May provide ad hoc support for reporting requests.
- Helps team identify process improvements and optimization.
- Proactively communicates to management to provide updates and report issues in a timely manner.
- Works with manager in completing own annual goal setting and performance review in a timely manner.
- Works with manager to prioritize other duties as assigned.
NoneQualifications - Education and ExperienceTo 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 essential functions.
- Strong attention to detail is necessary.
- Working knowledge of Microsoft Word and Outlook required.
- Verbal Communication: Requires the ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
- Written Communication: Requires the ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure.
- Analytical Thinking: Requires the ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way.
- Results Oriented: Requires the ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
- Ethics & Integrity: Requires the ability to behave in a trustworthy & transparent manner.
- Teamwork & Cooperation: Requires the ability to work cooperatively with others and be part of a team.
- Self-Control: Requires the ability to keep emotions under control and to restrain from negative actions or behaviors
- Initiative: Requires the drive to go above and beyond in order to improve or enhance job results.
- Customer Service: Requires the ability to understand and help/assist both internal and external customers and meet their needs.
- Flexibility/Adaptability: Requires the ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
- Relationship Building: Requires the ability to effectively build and maintain friendly, warm relationships or networks of contacts with clients/customers.
- Time Management: Demonstrated ability to prioritize competing demands and manage multiple concurrent tasks is required.
- University degree preferred from an accredited college or university, or equivalent foreign institution.
- Prior customer service related experience preferred.