Customer Success Representative

Summary

Join PartsBase Inc., the world's largest online aviation marketplace, as a Customer Support Representative in a fully remote environment. Work alongside a Customer Success Manager to support and engage our global client community. Your responsibilities will include handling customer inquiries, ensuring successful client implementation and retention, and collaborating with team members. This role offers a great opportunity for career growth into an Account Manager position. The ideal candidate is motivated, well-organized, and possesses strong customer relationship skills. This is a team-focused organization that values its employees' unique contributions.

Requirements

• BA/BS degree or equivalent of work experience + education
• 5 years of experience in a CSR or Administrative role
• Accounts Receivable experience
• Proven experience with outbound calls to current customers
• Excellent verbal and written communications skills
• Active listening skills
• Ability to learn, reason and adapt quickly
• Strong organizational and multi-tasking abilities
• Able to work productively within a team environment

Responsibilities

• Provide Excellent Customer Support – Handle customer inquiries via phone, email, and chat in a professional and friendly manner
• Attention to Detail – Accurately input customer information, orders, and issue resolutions into the system without errors
• Problem-Solving Skills – Identify customer concerns, troubleshoot issues, and provide appropriate solutions or escalate when necessary
• Team Collaboration – Work closely with team members and other departments to ensure a seamless customer experience
• Follow Up on Customer Requests – Ensure timely follow-ups with customers regarding their inquiries, orders, or issues until resolution
• Maintain Product and Service Knowledge – Stay updated on company offerings, policies, and procedures to provide accurate information to customers
• Multitasking and Time Management – Handle multiple customer interactions efficiently while maintaining a high level of service quality
• Adaptability and Resilience – Adjust to changing company policies, procedures, and customer needs while maintaining professionalism
• Use of CRM and Support Tools like excel – Navigate and utilize customer service software, and databases to track customer interactions
• Meet Performance Metrics – Strive to meet or exceed key performance indicators (KPIs), including response, contributions and performance