Customer Success Representative

POSITION SUMMARY/OBJECTIVE
The Customer Success Representative is responsible for delivering unparalleled customer service by consistently exceeding expectations and building strong and lasting relationships through open communication, reliability and a customer-centric approach. You will provide prompt and efficient assistance to meet the ever-evolving needs of Marco’s valued customers and employees.

• ESSENTIAL FUNCTIONS
• ▪ Handle and prioritize incoming client calls, emails and correspondence efficiently, assessing the urgency and severity of issues to set priorities. Record and assign tasks accordingly.
• ▪ Provide prompt and detailed communications to internal and external clients.
• ▪ Review accounts for upsell and cross-sell opportunities and escalate as necessary.
• ▪ Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing the need for further escalation.
• ▪ Maintain contact center expectations.
• ▪ Verify and maintain client contact and database information.
• ▪ Function collaboratively as part of a fast-paced, client-orientated team.
• ▪ Develop and support best practices and operational procedures to create efficiencies.
• ▪ Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
• ▪ Uphold business ethics by supporting Marco’s vision, mission and values.
• ▪ Exemplify the Gold Standard Experience through every interaction.
• ▪ Attend required company and departmental meetings.
• ▪ Act in accordance with Marco policies and procedures as set forth in the employee handbook.
• ▪ Perform other related duties as assigned.
• QUALIFICATIONS
• Education and Experience
• ▪ High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience.
• ▪ 0-3 years of experience in Customer Service or a related field preferred.
• REQUIRED SKILLS
• 1. Natural aptitude for outcome-based reasoning.
• 2. Demonstrate excellent verbal and written communication skills with internal and external customers.
• 3. Self-starter, ability to plan and implement sales strategy with limited supervision.
• 4. Ability to thrive in a competitive, goal-driven environment.
• 5. Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity.
• 6. Ability to prioritize responsibilities and operate with changing priorities.
• 7. Demonstrate ability to work effectively and professional with all types of people and situations.
• 8. Demonstrate strong attention to detail to ensure accuracy and quality.
• 9. Strong desire to help others achieve success, anticipate needs and take initiative to ensure positive sales outcomes.
• 10. Proficient with business collaboration tools including Microsoft Office Suite, CRM and company specific programs.