Customer Success Specialist

Openings: 1

Job Summary

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.

Key Tasks & Responsibilities

• Enter tasks in ERP (Oracle) and CRM (Salesforce) immediately after contact
  with customers 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.
• 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 Requirements

• 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

What We Offer

A comprehensive benefits and competitive compensation package, a hybrid work schedule. An opportunity to join a dynamic and growing company. A supportive work environment where you can thrive to be your best!

Disclosure

USG Water Solution is an Equal Opportunity Employer. This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.