Customer Success Specialist

Ready to join a company that has successfully disrupted its industry entirely?

Well, Scrubbi is currently looking for a full time Customer Success Specialist to join our fast-paced team in South Surrey, BC. Our growing Customer Success Team is responsible for that WOW factor of what makes Scrubbi so fantastic. This Customer Success Specialist role will be a part of a team of CS professionals who define what it means to receive a full “Scrubbi Experience” to our customers and target audience.

We’ve taken the “regular” world of home services and made it memorable by bringing exceptional customer service into the mix. We have turned the cleaning industry into something exceptional by being leaders in customer experience and innovation.

**What we are looking for**:
This Customer Success Specialist role is where creativity and analytics meet, and we are seeking to hire someone with strong interpersonal relationship and critical thinking skills, while continuing to focus on the delivery of high quality services and assuring Scrubbi customers have the best experience possible.

We are looking for someone who is a natural problem solver and is a customer service extraordinaire. Someone who gets excited at taking customer feedback and responding with action. Building trust and staying close with new customers who rely on us, solving or de-escalating customer tickets, and turning good feedback into public reviews are all key parts of the Customer Success team day-to-day.

At Scrubbi the Customer Success team is evolving to include tasks like “high touch follow up” (reaching out to clients at predefined points of their customer journey), upselling, requesting online reviews, and managing Scrubbi’s online reputation on review sites such as Google Business, BBB, and Yelp. As a member of this team you would be tasked with developing and implementing practices and materials to aide the CS team in succeeding in these new goals.

Since we’re in the business of being exceptional, that means we’re always looking for exceptional people to join our team.

If you’re the kind of person that loves solving problems, helping people, identifying and capitalizing on untapped opportunities for success, and are looking for a role where you can put your awesome conflict resolution skills to full use then we want to hear from you

**What is it like to work at Scrubbi?**

This isn’t your typical customer service center with a cubicle maze, or a suit and tie kind of place. We have a pretty cool and casual open office environment. We embrace all types of personalities around here - we want you to let your true self shine through in the work you do. So, go ahead, charm us

At Scrubbi, work-life balance is super important to us, that’s why, right off the bat, **we offer 30 vacation days**

We’re an innovative bunch and provide an encouraging work environment with lots of team events, laughter and food.

**Responsibilities**:

- Cultivate and build relationships with both our new and existing clients
- Communicating with clients and resolving issues with respect to their overall client experience
- Being proactive in identifying and finding solutions to potential problems before they occur
- Handling CS calls and tickets that have been escalated
- The devouring of cake
- Ensure clients receive honest, transparent, and fair interactions with the Scrubbi CS team
- Remain well versed in company policy and communicate it clearly
- Ping pong and foosball enthusiast
- Ensuring reliable and continuous services for our customers
- Monitor Scrubbi’s online customer-generated image and reputation on websites such as Google Business, BBB, Yelp, etc.
- Persuasive communication skills and lots of personality
- Identify opportunities to upsell clients on add-on services
- Renewing and extending client service packages
- Preparedness to conquer the ultimate (ongoing) game of Jenga
- Working closely with the Scrubbi Operations team in the matter of deliverables, personalizing a customers Scrubbi experience, and providing support where necessary
- Working closely with the Scrubbi Sales team to identify opportunities to maximize revenue and client tenure
- Joining in with after work team events
- Celebrating individual, team and company successes
- Representing Scrubbi loud and proud
- Proposing and implementing nationwide policies

**Desired Skills & Experience**:

- Ten years of customer service experience
- Operations support experience is a plus
- Bachelor degree from a university or college is a plus
- Pure love and joy for food
- Excellent written and verbal skills
- Ability to thrive in a rapidly changing environment
- Familiarity with a CRM (Salesforce experience is a plus)

**Perks**:

- Flexible and super awesome work environment
- Making a difference - we’re impacting real people
- Inspirational and experienced mentors
- An amazing employee benefits package
- Tips, tricks, and a defined training plan to help show