Handle inbound/outbound calls to customers
Understand customer's demands and establish a relationship of trust
Provide sales assistance and help members with their accounts
Provide prospective members with sales information about our services
Provide help with new signups, cancellations, re-activations, and general account maintenance
Transfer and monitor requests to tech team whenever an issue can't be resolved over the phone
Being available on an 8-hour shift, from 8 am to 6 pm
Represent company at trade shows whenever necessary
Travel will be involved
Maintain a good communication flow
Accurately register interactions with customers, so proper follow-up can be established
Monitor the status of the problems, while providing regular updates to customers
Offer solutions tailored to customer's situation and eventually upsell whenever there is an opportunity
Make sure that all tickets are logged correctly into the system
Be a company and brand advocate, being able to advertise the benefits and qualities of the platform

2 years of sales/customer service experience
Excellent verbal and written communication skills
Ability to build client relationships and retain members wishing to cancel
Experience working with phones or in a call center environment is highly desirable
Previous experience working in the trucking field is an asset
Previous experience working in a tech company is an asset
Computer proficiency
Punctuality
Good typing skills typing at the same time as listening to the call is essential
Desire to solve problems
Negotiation skills are desirable

Customer Success Representative

Key skills