Customer Success Representative

Marco Technologies; Bondurant (IA); On-site; USD 26,000 - 38,000; Full time

Job summary

Marco Technologies is seeking a Customer Success Representative to deliver outstanding service and build lasting relationships with our diverse client base. You will handle inquiries, coordinate with internal teams, and ensure timely, accurate communications to customers and colleagues.

The role emphasizes proactive problem solving, accurate record-keeping, and collaboration within a fast-paced environment.

Qualifications

• High School diploma or associate degree or equivalent.
• 0-3 years of experience in customer service or related field.
• Excellent verbal and written communication skills.

Responsibilities

• Handle and prioritize incoming client inquiries via calls, emails, and correspondence.
• Provide prompt, detailed communications to clients and internal teams.
• Record tasks, verify and maintain client data, and support processes to create efficiencies.
• Identify upsell/cross-sell opportunities and support sales initiatives as needed.
• Collaborate with a fast-paced team and uphold company policies and procedures.

Skills

Communication

Time management

CRM proficiency

Problem solving

Organization

Education

High School diploma / Associate degree

Tools

Microsoft Office

CRM systems

Job description

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 upscale 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

• Natural aptitude for outcome-based reasoning.
• Demonstrate excellent verbal and written communication skills with internal and external customers.
• Self-starter, ability to plan and implement sales strategy with limited supervision.
• Ability to thrive in a competitive, goal-driven environment.
• Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity.
• Ability to prioritize responsibilities and operate with changing priorities.
• Demonstrate ability to work effectively and professional with all types of people and situations.
• Demonstrate strong attention to detail to ensure accuracy and quality.
• Strong desire to help others achieve success, anticipate needs and take initiative to ensure positive sales outcomes.
• Proficient with business collaboration tools including Microsoft Office Suite, CRM and company specific programs.

Pay Range: $19.10-$27.70 hourly

Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities

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