Customer Success Agent

3 weeks ago

London, Canada J.D. Power Full time

**External Title: Customer Success Agent**

**Internal Title: Customer Success Agent**

**Location: Remote CA**

**Reports to**_: Customer Success Supervisor_**

**The Role**:

- Primary support for JD Power Valuation customers. Provide customers with product information and insight. Resolving customers inquiries. Offering additional JD Power solutions._

**The Impact**:

- Brings value to the JD Power customers and ensures the success of the JD Power Valuation product lines._

**Responsibilities**:

- Primary Duties and Responsibilities:
professional and effective manner representing our company brand to the highest
standards
b) Build positive rapport, productive, professional customer and internal team
relationships and develop an in depth understanding of customer needs.
c) Develop a strong product understanding focusing on maximizing usage and
identifying product upgrade and upsell opportunities.
d) Combined with your product knowledge and customer service skills, strive to
retain at risk customers
e) Process customer payment details in a PCI compliant manner. Field billing and
refund related questions and suggest solution focused options
f) Triage, research, diagnose, prioritize, escalate, and resolve how to, technical,
product and user administration questions and issues.
g) Collaborate with cross functional teams including warm transfers to account
executives, business development, accounting, and next level technical teams
h) Solicit and field customer feedback information and initiatives
marketing and sales initiatives promoting product, upgrades and upsell
opportunities
j) Give guidance to customers across a suite of products. Communicate thoughtful
solutions that help customers move forward and grow their business.
k) Show composure, resilience and flexibility as customer needs evolve and case
volumes change
l) Manage client communications and internal communications until resolution
m) Document all client interactions, errors and suggestions in CRM and trouble
ticket systems
n) Report customer and process status's to team, manager and other departments as
needed
o) Support an ongoing learning culture
p) Provide gold level customer service
q) Other duties as required by the position

**Qualifications**:

- _Customer Service 2 plus years_
- _Industry experience in automotive a plus, not required_
- _Software experience in MS office suite_

**The Career Opportunity**:

- What is the growth opportunity for this role in terms of learning/development and career path within the organization?_

**The Team / The Business**:

- What kind of team are they joining and why should they want to be a part of the business and its culture_

**Our Hiring Manager says**:

- HM opportunity to put the pitch in their own words "I'm looking for the kind of person who "_

**J.D. Power** is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

**Company Mission**

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges.

**Our Values**

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.

Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals, each and every member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards - the only 'favorite' we have is the truth.

Change Makers - At J.D. Power, we never stand still. We constantly seek better ways - innovating and evolving in everything we do to support our colleagues and our clients alike - and all in service of delivering data and insights that drive meaningful business impact.

Team Driven -** **At J.D. Power, we are one team and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words. We bring these values to life throughout our organization through our employee event series — J.D. Power Values Days. Each quarter, we celebrate one of our core values and hold an annual event to celebrate our combined values at the end of the year.

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn m

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