Customer Success Representative

Marco Technologies is committed to delivering exceptional customer service, and they are seeking a Customer Success Representative to enhance client relationships and provide efficient support. The role involves handling client communications, troubleshooting issues, and identifying upsell opportunities while maintaining high service standards.

Responsibilities

• 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

Skills

• High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience
• 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
• 0-3 years of experience in Customer Service or a related field preferred

Company Overview