Customer Success Representative

Aidium is looking for a new Customer Success Representative. A Customer Success Representative’s primary duty is to support Aidium’s existing customers. The CSR is responsible for engaging with customers on behalf of Aidium. The duties include answering phone calls or emails from consumers to respond to questions, participating in meetings, Zoom, GoTo, g suite, etc. solo or with the customer service team to discover new communication tactics and maintaining expert knowledge about Aidium’s products or services to best assist patrons.

Duties & Responsibilities
‍

• Providing introductory information to prospective and new customers
• Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
• Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases
• Letting patrons know about additional products or services that might benefit them
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns, when necessary
• Troubleshooting common issues with products or services
• Working with a team of CSRs and other departments to find appropriate solutions to problems
• Receive customer calls, emails and other forms of communication
• Ask questions to ascertain customer wants/priorities
• Accurately record issues raised by customers
• Verify account information
• Where appropriate, resolve issues immediately
• Alternatively, contact other company officials to determine a solution
• Maintain contact with customers for long-term fixes; and
• Bring attention to emerging products

Qualifications
‍

• Capacity to handle high call volume
• Software background is a must
• Mortgage real-estate knowledge is a plus
• Patience with potential frustrated customers
• Inclination for problem-solving
• Friendly disposition
• Deep understanding of company structure and product offering
• Ability to translate internal procedures into customer advice

If you’re interested in this position, please send your resume to [email protected]