Customer Success Manager
4 days ago
DOZR is a marketplace for the online rental of heavy equipment. Our platform helps contractors of all sizes find the equipment rentals they need anywhere, anytime, and instantly compare prices from thousands of equipment suppliers across North America (including peer-to-peer equipment sharing). Founded by experienced construction veterans, DOZR is disrupting the way this $91 Billion dollar industry operates. This is big. Really big.
We believe in working hard. Authenticity and trust are at the core of what we do. We're customer-obsessed, honest, authentic and innovative, to name a few. We seize opportunities to educate and solve problems. It is our mission to bring heavy equipment within reach for anyone, anywhere, anytime.
**The Opportunity**
As a Customer Success Manager, you will be a working member of the Customer Success team. Assisting with ticketing work and supporting on escalations while managing your own tasks and also taking on client requests. Communicate directly with DOZR’s supply partners, and work closely with our internal sales, product and engineering teams to ensure a flawless experience with DOZR from the beginning. You will create memorable “WOW’ experiences that delight our customers while taking every opportunity to ensure repeat business and a positive external brand. This role will be hybrid, requiring 50% of the working time in office in Kitchener Ontario with the desire to build back out in-office working time and collaboration within the team and cross functional teams.
**On A Typical Day, You Will**:
- You will play a key role in supporting, educating, and informing our customer about DOZR and what we provide during the rental transaction.
- You will following the DOZR way and build trust with our customers by offering transparency on equipment rental rates and encouraging rental extension.
- Manage a small team of Customer Service Representatives
- You will manage incoming service and off-rent requests for supplier equipment to our end customer.
- Collaborate with accounting to assist with required invoice credits if related to off rent dates or service
- Handle 5-8 service requests a day while assigning and supporting the team with their service requests. Supporting team and ensuring work is completed in a timely manner.
- Handle negative customer reviews and complaints to ensure errors are not repeated and processes are improved
- Collaborate with our product and engineering teams to troubleshoot problems, improve processes, and ensure partner satisfaction.
- Collect feedback and act as a champion for our partners
- Empathetic and positive leader focused on team environment, with the ability to rally a team and contribute to positive morale. Solutions-focused.
**Who Are You?**
- Team Player and Problem Solver
- Value an empathic and kind team
- Diploma or Degree in Business Administration or related field
- 2+ years managing a team in a ticketing or task-oriented environment
- 5+ years experience in B2B, Tech, Customer Service, Service or Account Management
- Relationship management and churn-prevention skills, and the drive to engage clients on value proposition and educating on what DOZR provides during the experience
- You are technically savvy and comfortable learning new technology
- Highly motivated, driven and self-starting individual who can hit the ground running
- Excellent written & verbal communication skills
- Ability to work alone or in a team environment
- Thrive in a fast-paced environment, flexible to changing requirements as we grow
- Motivated by success and achieving company targets
- Experience with CRM tools an asset
- Having a background in heavy equipment or equipment rentals is an asset but not mandatory - but motivated individuals who are interested in learning and developing a must
**What Sets DOZR Apart?**
- DOZR is revolutionizing the massive construction rental space
- Inclusive environment - come as you are
- Great Benefits
- Authentic founders and peers
- On-going career development, we invest in you
- Employee Stock Options
- What you do at DOZR makes a difference You’ll be able to see your impact at DOZR.
**Life at DOZR**
**We act the DOZR way**
This means we are; Customer Obsessed, Transparent, Zero Politics Attitude, Authentic.
We are bold, and take risks, and everyone picks up a shovel
**We Have High Potential**
Now is the best time to join, we are growing quickly with no sign of slowing down. Climb aboard the rocket ship
**Learning & Growth**
Come and learn from the best We view every experience as an opportunity to grow. DOZR is certified as a Great Place to Work® because we challenge and develop all of our employees so that they can reach their goals.
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