Customer Service Representative
2 weeks ago
- Bachelor's degree preferred
- Minimum 3 -5 years of experience in high paced customer service position including consultative customer service
- Excellent verbal and written communication skills
- Strong organization, time management and attention to detail skills
- Strong interpersonal skills and ability to work as a team player
- Ability to multitask and maneuver among multiple software applications simultaneously
- Ability to take initiative, prioritize and problem solve
- Thorough knowledge of Microsoft Office and Outlook
- Knowledge of systems including Salesforce
- Consults and educates customers with a thorough review and detailed explanation of the services purchased, who should attend and how to prepare for each training session, implementation overview and development of their training schedule.
- When necessary, manages difficult conversations to reset onboarding expectations. Establishes and clarifies proper timeframes and processes.
- Leverages deep product knowledge to consult with customer and facilitate scheduling processes and services.
- Reviews sales orders for assigned projects to ensure accuracy and adherence to mandatory guidelines. Works with Order Validation and Sales to resolve any issues.
- Ensures accuracy of all PSA data through verification of budget, planned hours and milestones.
- Ensures prompt attention to all new scheduling projects, contacting customers within 1-3 days of receipt.
- Schedules training and consulting services utilizing Salesforce, CPELink, Certinia PSA software and Outlook Calendar.
- Manages Consultants calendars to ensure accuracy, efficiency, and equity of scheduling assignments.
- Manages projects through to completion and ensures timely financial reporting.
- Ensures timely communication with Sales on all unscheduled and aging projects. Coordinates with Sales Reps on any issues and concerns relative to customers and projects.
- Collaborates across internal teams to resolve any onboarding issues impacting customers.
- Participates in team activities to meet or exceed company objectives through collaboration and review of processes and procedures. Identifies opportunities to streamline procedures and improve the customer experience.
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