Customer Relationship Specialist

**Customer Relationship Specialist**

**Clickback Overview**

**Team Overview**

**Job Overview**

**Software Support**
- Good problem-solving skills to quickly identify the key issue, not the symptom of the problem and effectively address it.
- You possess outstanding interpersonal skills, people skills, and understand active listening when a customer may be upset or frustrated to provide effective de-escalation.
- Have the confidence to know when and how to engage other team members or management to assist with issues quickly and efficiently for our customers.
- Achieve a high satisfaction rating from your customer interactions.
- Learn, maintain, and incrementally improve our Internal Knowledgebase tools used by the Customer Success team.
- Can effectively follow and make suggestions to improve processes and procedures.
- Able to make recommendations for product improvements and comfortable reporting trends, hurdles or unique customer situations to management that are encountered by your customers.

**Customer Relationship Management**
- Strong customer relationship management skills to increase retention, develop relationships and build customer happiness.
- Uncover and understand the customer’s expectations from the initial sales process.
- To be successful you must enjoy speaking, sharing and engaging with customers using webinar software.
- You are confident and comfortable responding to customers and are able to let them know you’ll follow up if you don’t immediately have an answer.
- Anticipate and answer potential follow up questions the first-time, increasing first call resolution and reducing unnecessary caseload.
- Can actively deliver great customer success to the clients to maintain Clickback’s brand reputation and assist with this by promoting the use of online reviews to happy clients.

**Customer Renewals**
- Proactively communicate with customers that have agreements coming up for renewal.
- Address any issues they share, managing the relationship with the customer.
- Effectively manage customer cancelations and escalated cases with provided systems and support from managers and team members.
- Effectively report and manage all future contract renewals in a timely manner.
- Implement customer surveys to determine customer satisfaction ratings, then review suggestions, and execute improvements to increase the lifetime value of customers.

**Qualifications and Requirements**
- College or University education in business, sales, or Customer Relations or equivalent combination of education and experience
- Minimum 3-5 years in a customer success or customer service/support role with a focus on customer relationship management preferably in a B2B environment
- Strategic thinker with a “Customer First” focus
- Experience taking escalation and retention calls is preferred.
- Strong written and verbal skills, to effectively communicate with customers without always having a templated response.
- Comfortable picking up the phone and calling customers to build a strong relationship.
- Able to learn new information quickly.
- Fully proficient with Microsoft Office
- Hands-on professional, relevant Help Desk or Support Ticket software experience such as Salesforce, Service Cloud or Zendesk, is preferred.

**Benefits**
- Friendly office culture
- Casual dress. Wear jeans to work any day of the week
- Opportunity to work for a successful and growing SaaS company
- Competitive salary
- Annual Christmas bonus and party
- Team events and outings
- Bonus incentives

**Professional Development**
- Training
- Course Reimbursement Program
- Career Advancement

**Mind and Body**
- Work close to home, right here in Niagara, no need for long commuting, more personal or family time.
- Great corporate culture that is a ‘nonpolitical’ and transparent with a _**“work hard, play hard”**_ attitude
- Working with cool, leading edge software products
- Paid personal days for illness, bereavement or emergency
- Flexible and reasonable work hours that don’t impact your life outside of work
- Great health and dental benefit programs
- Retirement savings program
- Ownership opportunities for all staff

**How to Apply**:Please send your resume to _careers(at)clickback(dot)com_ if you are interested in this opportunity. We thank all applicants, however, only those selected for an interview will be contacted.

**Salary**: $45,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Tuition reimbursement

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- St. Catharines, ON L2R 7E8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- B2B: 2 years (preferred)
- Customer retention: 2 years (preferred)
- Customer relationship management: 2 years (preferred)

Work Location: In person