Marco Technologies is committed to delivering exceptional customer service, and they are seeking a Customer Success Representative to enhance client relationships and provide efficient support. The role involves handling client communications, troubleshooting issues, and identifying upsell opportunities while maintaining high service standards.
Responsibilities
- 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
Skills
- High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience
- 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
- 0-3 years of experience in Customer Service or a related field preferred
Company Overview
- Marco is a technology services company that specializes in hosted/cloud services, managed services, business IT services. It was founded in 1973, and is headquartered in Saint Cloud, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is https://www.marconet.com/.