Customer Success Rep I US

Zenwork, Inc; Fayetteville (NC); On-site; USD 35,000 - 45,000; Full time

Job summary

A customer service firm is seeking a Customer Success Representative in Fayetteville, NC. This entry-level position involves handling customer inquiries through various channels, documenting interactions in a case management system, and participating in special projects. Candidates should have a high school diploma and customer support experience. The role requires excellent communication skills, the ability to multi-task, and attention to detail. Working conditions are onsite with a flexible schedule during peak times.

Qualifications

• Customer Support experience in a fast‑paced environment required.
• Ability to remain calm in a stressful situation is crucial.
• Computer literacy, including internet applications.

Responsibilities

• Handles incoming customer questions via phone, email, or chat.
• Creates cases in a case management system.
• Maintains daily log for productivity and issues identification.
• Makes outbound calls to clients on complex issues.

Skills

Exceptional Customer Success skills

Attention to detail

Strong verbal and written communication skills

Ability to multi-task and prioritize

Computer literacy

Education

High School Diploma or Equivalency

College degree in communications or related field

Tools

Microsoft Excel

Job description

Job Title

Customer Success Rep I

Job Purpose

As the primary contact for our customers, the Customer Success Representative is the voice of the company. To succeed in this role, you must be motivated and dedicated in every customer interaction. The Customer Success Representative handles incoming customer questions in a multi‑channel support environment; communicating via phone, by email, or on chat. Inquiries will be input and maintained in a case management system. Additionally, there may be opportunities to contact customers via outbound communications.

Job Type

Full‑Time, Entry Level

FLSA Classification

Non‑Exempt, Hourly

Job Duties and Responsibilities

• Handles incoming customer questions in a multi‑channel support environment; communicating via phone, by email, or on chat
• Creates cases in a case management system to document client inquiries
• Maintains daily log to show productivity and identify individual strengths and weaknesses
• Participates in special projects assigned by leadership such as site testing and client support initiatives
• Makes outbound calls to clients on complex issues that require additional interactions for resolution
• Adapts to changes in processes and policies as determined by leadership

Required Qualifications

Education

• High School Diploma or Equivalency

Experience

• Customer Support experience in a fast‑paced environment

Knowledge, Skills, Abilities

• Exceptional Customer Success skills
• Attention to detail
• Committed work ethic
• Demonstrates empathy
• Ability to multi‑task and prioritize multiple assignments
• Ability to work independently while contributing to team goals
• Strong verbal and written communication skills
• Computer literacy, including internet applications and some Microsoft Excel
• Incident interpretation and analytical skills
• Ability to remain calm in a stressful situation
• Maintain security of confidential information
• Arrive punctually and have excellent attendance
• Maintain professional environment and refrain from personal distractions while working

Preferred Qualifications

• College degree in communications or related field
• Knowledge of tax rules

Working Conditions

• Onsite call center environment.
• Flexible to work between 8 and 6 Monday through Friday, with occasional overtime and weekends during peak season

EEOC Statement

Zenwork values diversity and does not discriminate based on race, color, religion, sex, national origin, age, disability, or genetic information in our hiring practices. We are committed to providing equal employment opportunities to all applicants and employees and fostering an inclusive and respectful work environment. If you require reasonable accommodation during the application or interview process, please let us know.