Customer Success Specialist

Overview

Respond to external and internal customer needs, keep customer information current in IT systems, and conduct proactive programs to ensure customer satisfaction with USG Water Solutions products and service offerings.

Responsibilities

- Enter tasks in ERP (Oracle) and CRM (Salesforce) immediately after contact with customer to ensure all departments have current information on customers.

- Familiarize and develop rapport with Regional Sales and Operations teams to provide superior support to both our Sales team and customers.

- Follow up on complaints to determine corrective actions and notify the customer within 48 hours of complaint.

- Contact customers about outstanding invoices and help resolve any billing issues.

- Compile customer account information and create reports upon request.

- Prepare and monitor completion of needed addendums to contracts.

- Manage and oversee long-term contract cancellations.

- Research and reconcile customer accounts.

- Adhere to both company and departmental SOPs.

- Perform administrative tasks as needed.

- Generate budget letters for customers prior to each customer’s fiscal year.

- Prepare and distribute welcome packets to new customers

- Strong problem-solving skills and ability to tackle unique situations.

- Empathy for others, including customers and colleagues.

- Discipline to work independently and meet required deadlines.

- Willingness to help and effectively work as part of a team.

- Strong verbal and written communication skills

- Aptitude to assess issues through conversation and proactively convey solutions.

- Successful time management with the capability to prioritize and handle a large volume of phone calls, emails, and internal/external customer requests.

- General understanding of legal contracts, including the ability to interpret and explain contract language to customers as needed.

- Capacity to quickly and effectively learn new software systems

Education/Experience

- At least 5 years of work experience that includes a combination of customer service and administrative functions.

- At least 2 years of experience in (or demonstrated working knowledge of) accounts receivable, particularly billing, reconciliations, and collections.

- Proficiency in computer skills including Word and Excel (Office 365 Suite)

- Oracle and Salesforce (or equivalent ERP and CRM) experience a plus

- Minimum high school diploma or equivalent

Job Type: Full-time

Benefits:

- 401(k)

- 401(k) 3% Match

- 401(k) matching

- Dental insurance

- Flexible schedule

- Flexible spending account

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Professional development assistance

- Referral program

- Tuition reimbursement

- Vision insurance

Application Question(s):

- On a scale from 1-10, how proficient are you in Microsoft Suite, (i.e. Word, Outlook, and Excel)?

- How many years do you have experience managing long-term client relationships?

- On a scale from 1-10, how proficinet are you in Customer Relationship Management Systems (i.e. Oracle Salescloud)?

- Do you have more than 5 years customer service and administrative experience?

- Do you have any experience working with municpalities?

Work Location: Hybrid remote in Perry, GA 31069