Customer Success Associate

3 days ago

Waterloo, Canada Alumni Educational Solutions Full time

**Description**:
At Alumni, Customer Experience is the forefront of what we do. Our teams top priority is to make our customers successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support.

As a Customer Success Associate, you are responsible for the experience of our customers. This is a demanding role that requires a unique skillset. As the voice of Alumni, you will act both as an advocate for our product and as a champion for our customers. Your job is to ensure that Alumni customers have the best experience possible, no matter what channel they choose to contact us. We take customer service seriously and this position is essential to the team’s success.

**What you’ll do on the team at Alumni**:

- Work efficiently within the appropriate internal Customer Relationship Management (CRM) systems and other internal tools
- Work on Bids and Contracts (tracking on state/national contracts and associated pricing and renewals)
- Take ownership of issues and customers problems from beginning to end
- Compose thoughtful, personalized responses to a variety of customer requests
- Triage incoming requests and spot trends in customer issues to flag for the rest of the team
- Identify, reproduce and document service requests for the internal teams
- Create reports within the ticketing system
- Process quotes and respond to pricing demands
- Confirm and revise quotes, provide delivery ETAs, calculate associated costs and provide updates accordingly
- Support our outside sales organization with any questions that may arise
- Conduct inventory checks related to stock and samples
- Be the go-to person regarding product knowledge and specifications
- Contribute to the ongoing learning and success of your team by contributing to the creation of documentation
- Help to onboard and train new team members
- Being a small business, there is always the opportunity to help in additional areas, so be prepared to be flexible to contribute on any supplementary tasks which may arise during the course of a work day outside of what is outlined above

**Requirements - About you and what type of skills you’ll need**:

- You’re able to work within a CRM system and you’re not intimidated by the technology
- You have previous experience with bids and contracts on a provincial/state and national level
- You care deeply, genuinely and passionately about customer support, solving problems for customers and about the role it plays in making a customer-centric team successful
- You are a team player with the ability to multi-task
- You have an attention to detail and aptitude for product descriptions and specifications
- You know when something is over your head and are not afraid to ask for help
- You are skilled at explaining product problems succinctly and clearly
- You are a naturally empathetic and an articulate communicator

BONUS but not required - you have previously worked within the furniture industry

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Flextime
- Paid time off
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Work Location: Hybrid remote in Waterloo, ON

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