Main Responsibilities and Required Skills for Customer Success Representative
A Customer Success Representative is responsible for ensuring customer satisfaction. They answer customer questions and assist in problem resolution. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Customer Success Representatives.
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Main Responsibilities of Customer Success Representative
The following list describes the typical responsibilities of a Customer Success Representative:
Achieve
Achieve productivity standards and goals while maintaining the highest level of customer service.
Adhere to
Adhere to all local state and federal vehicular regulations while driving.
Analyze
Analyze customer delivery ratings and scorecards.
Answer
Answer and qualify inbound calls to determine if viable customer.
Answer and qualify inbound sales calls, develop incoming leads into new accounts.
Answer customer questions and assist in problem resolution.
Answer customer questions regarding products.
Answer door, phones calls, and shipping office window.
Answer emergency and non-emergency calls and document important information.
Answer inbound calls for customers placing orders.
Answer incoming calls from citizens related to COVID-19, including the general public.
Answer incoming calls from consumers including the general public, prospective enrollees.
Answer incoming client calls regarding proctoring issues.
Answer phone inquiries from active and prospective customers.
Answer questions pertaining to mailings sent out by the company periodically.
Answer telephone and emails respond to customer needs, and internal employee's needs.
Assist with
Assist customers effectively with filing disputes.
Assist customers with open enrollment and general benefits questions and concerns.
Assist customers with transportation questions and concerns.
Assist staff and other stakeholders when needed and with respect.
Assist with order processing paperwork and filing.
Assist with other various tasks for vendors, partners alike as needed.
Assist with set up and testing on new or additional client's accounts prior to go live.
Build
Build sustainable relationships and engage customers by taking the extra mile.
Communicate
Communicate delivery schedules and shipments with customers via EDI, email, and phone calls.
Communicate effectively with clients via telephone or email.
Communicate late outbound shipments with the account reps and / or customers.
Communicate pertinent customer concerns or issues to Sales Personnel.
Communicate with various departments within the organization the status of an order.
Complete
Complete sale including payment and shipping process.
Coordinate
Coordinate with Head Start for Physicals.
Create
Create new customer records / maintains customer records.
De-escalate
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Determine
Determine charges for service requested.
Develop
Develop and maintain client reports.
Develop strong relationships with all customers.
Direct
Direct communication with production planning to coordinate production requirements.
Ensure
Ensure accurate trip data input.
Ensure all vacant storage units are clean, dry, secure, and available for new customers.
Ensure customer satisfaction.
Ensure customer satisfaction and provide professional customer support.
Ensure that all relevant customer information is documented.
Ensure timely calls (completing 80 calls / day minimum).
Enter
Enter customer orders efficiently and accurately.
Enter lab reports, scans to IMM DOCS & fax to Physicians.
Enter orders into Transportation Management System (TMW).
Enter orders received via e-mail, EDI, or fax.
Enter sensitive data within clients accounts.
Enter, update and maintain customer database.
Escalate
Escalate calls or issues to the appropriate designated staff for resolution as needed.
Escalate calls to supervisor when necessary and appropriate.
Escalate complaints concerning billing or service rendered, referring.
Exercise
Exercise discretion to interpret and apply customer service operations.
Facilitate
Facilitate expedites with the DC.
Facilitate translation services for non-English speaking callers according to procedures.
Follow
Follow communication procedures, guidelines and policies.
Follow communication "scripts” when handling different topics.
Follow statutes, rules, policies, and procedures when completing a customer's application.
Follow-up
Follow-up on new customer installations to ensure complete customer satisfaction.
Follow-up on service or delivery failures to reassure the customer and ensure customer satisfaction.
Follow-up to ensure resolution.
Handle
Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
Handle customer requests, order entry, running dailty reports.
Handle inbound and outbound sales and service related calls.
Handle incoming calls or inquiries from customers.
Hear
Hear and sense customer needs and keep your manager and fellow team members informed.
Identify
Identify and assess customers' needs to achieve satisfaction.
Identify and offer cross-sell for maximum customer / company benefit.
Identify and prioritize issues to ensure accurate and timely resolution.
Input
Input customer orders received via phone, email, EDI, and customer portals.
Interact with
Interact with our guests in a friendly, fast, courteous and efficient manner.
Keep
Keep records of all conversations in our call center database in a comprehensible way.
Keep records of customer interactions, process customer accounts and file documents in CRM.
Maintain
Maintain a high level of professionalism.
Maintain and update call logs, call records and other important documentation.
Maintain and updates customer information as necessary.
Maintain customer records by updating account information.
Maintain heavy email flow.
Maintain professional relationship with carriers, customers and team members.
Maintain updates for Program Packets and VIS Sheets 11.
Make
Make concise and detailed notations as it pertains to member records.
Make every effort to ensure customer satisfaction.
Make Reminder Calls for each new day.
Manage
Manage customer orders for direct ship program.
Manage large amounts of inbound calls in a timely manner.
Manage phone or chat online workflow.
Meet
Meet personal / customer service team targets.
Meet personal / team qualitative and quantitative targets.
Navigate
Navigate and use multiple software systems.
Open
Open customer accounts by recording account information.
Perform
Perform customer contract reviews.
Perform general routine property clean up and minor repair work.
Perform multiple tasks and other duties as assigned.
Perform other duties as assigned by management.
Perform other related duties and tasks as necessary or as assigned.
Perform the complete range of agency customer service functions within the work section.
Place
Place outbound calls to potential patients daily in a high-volume environment.
Preform
Preform other functions of the customer service department.
Prepare
Prepare rental contracts for customers.
Prepare word documents and reports.
Prioritize
Prioritize and organize calls / emails according to urgency.
Process
Process box and label orders.
Process licenses, renewals, registration, business account updates, and agency specific forms.
Process orders while communicating all essential customer account information.
Process requests for OTC items received from health plan members via mail or phone call.
Process RGA (return goods authorization) , credit, debits, and denials.
Provide
Provide accurate, valid and complete information by using the right methods / tools.
Provide assistance by telephone and email to customers and business partners.
Provide exceptional customer service in a professional and courteous manner at all times.
Provide feedback reports on call issues related to downtime and / or training issues.
Provide in depth knowledge of products and services offered and processes, answer customer questions.
Provide outstanding Client Software support – bugs, defects, malfunctions.
Reach
Reach out to idle customer base to generate revenue.
Receive
Receive and document customer concerns.
Research
Research and respond to all inquiries and requests for all tax types.
Research company information while on the phone at any given time.
Research issues regarding the certification process and forward to the appropriate parties.
Research premium billing discrepancies and prescription claims processed.
Resolve
Resolve problems within their scope in an efficient and effective manner.
Respond
Respond to requests for assistance and / or possible processing of credit card authorizations.
Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
Respond to customer inquiries via phone, email and in-person.
Respond to problems with a sense of urgency and look for ways to improve operational inefficiencies.
Respond to queries from our customers, technicians and vendors.
Respond to routine and emergency support calls.
Review
Review of customers PO instructions and updating this in our ERP System under Customer Remarks.
Review pricing with sales and reconcile pricing issues as necessary.
Schedule
Schedule loads and communicate any shipment issues to respective parties.
Schedule, modify and cancel reservations as requested.
Submit
Submit escalations for cardholder requests and complaints.
Submit mail requests for beneficiaries such as ID cards.
Supervise
Supervise the route and status of field units to prioritize their daily schedule.
Support
Support Account Management team by assisting with client requests received in D365.
Support company operations by maintaining office systems.
Support the site manager with facility operations.
Take
Take inbound calls daily from members returning the original call.
Take pride in every aspect of your work and perform it with energy and enthusiasm.
Take requests for care management from patients, physician offices or imaging centers.
Take the extra mile to engage customers.
Track
Track and communicate system errors in an expediential and thorough manner.
Track and document all inquiries using the applicable systems.
Track customer location and asset movements for inactive sites.
Track call-related information for auditing and reporting purposes.
Troubleshoot
Troubleshoot and analyze problems with quick solutions.
Update
Update account information such as billing options and changes of address or phone numbers.
Update customer information in the Core system during and after each call.
User
User computer system to track, gather information, etc..
Use
Use the CMMS to direct crews and other field units to the appropriate sites.
Work with
Work with customer contacts to understand their shipping needs.
Work with Finance Department to ensure all billing is accurate.
Work with the Operations team to ensure shipments are covered with the best practical options.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Customer Success Representative:
Positive Customer Interactions
Data Entry
Valid Driver's License
Crouching
Lifting
Long Periods of Standing
Maintain A Good Driving Record
Physical Exertion
Reaching
Recurring Bending
Stooping
Stretching
Walking
Most In-demand Soft Skills
The following list describes the most required soft skills of a Customer Success Representative:
Active listener
Written and oral communication skills
Problem-solving attitude
Quickly find appropriate resolutions
Troubleshooting
Attention to detail
Bilingualism
Interpersonal sensitivity
