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Customer Success Specialist

3 months ago

Tacoma, United States Sprague Pest Solutions Full time
Job DescriptionJob DescriptionDescription:

Are you passionate about creating a world class customer experience? Do you also sweat the fine details and love to find creative solutions for complex problems? Fantastic This role is for you.


What we do at Sprague:

Pests pose a serious threat to public health and our world’s food supply. Food-borne illnesses as a result of bacteria transmitted by pests sicken millions of people annually. Sprague’s highly trained and dedicated team is driven to design and deliver pest management programs using the latest technology and products to safeguard people, property, and food, and leave the smallest environmental footprint.


Working for Sprague means passionately delivering uncompromising service. We focus on our commitment to our clients and ourselves; consistency, accountability, respect; teamwork among co-workers, our clients, and the community; and environmental responsibility in our approach to pest prevention.


What you’ll do:

  • Develop long lasting professional relationships with assigned accounts and customer stakeholders
  • Manage account and billing set up and training related to large scale client implementations
  • Proactively assess customer health to prevent turnover

What you’ll get working here:

  • Salary: $25-$30/hour plus corporate bonus plan
  • On-the-job training
  • Pride in your work and the Sprague mission
  • A supportive team environment based on family values
  • Unlimited growth opportunities, with continuing education and leadership training

Benefits:

  • Health, Vision, Dental Insurance within 30 days of hire
  • 401K after 1 year, with 100% match up to 3% plus 50% match up to 6%
  • Paid time off: Personal time available day 1, holiday and vacation time after 90 days
  • Childcare assistance and college savings plan



W. B. Sprague Company Inc. reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

Sprague Pest Solutions is an Equal Opportunity employer and promotes diversity through a culture of inclusion and opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law. We are a drug and smoke-free environment. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Requirements:

Requirements


Must haves for this job:

  • High School Diploma
  • 2+ years experience in customer service and account management
  • Attention to detail and high standards of work quality
  • Hunger for knowledge and professional development
  • Competitive approach to both individual and team performance

Nice to haves for this job:

  • Prior experience with PestPac and Salesforce

Detailed Job Description



Position Title: Customer Success Specialist

Reports To: Strategic Account Manager

Travel: 0% - 10%

FLSA Status: Non-Exempt

EEOC Class: Individual Contributor

Last updated: August 6, 2024

Salary: $25-$30/hour plus incentives


Position Summary:

The primary responsibility of the Customer Success Specialist (CSS) is to deliver a World Class client experience while providing efficient and proactive account management. The CSS will develop professional relationships with key client contacts, exploring their needs and concerns to ensure effective account set-up and relationship management. The CSS will serve as the voice of the customer with internal departments, collaborating with field operations and backoffice teams to facilitate implementation and training on new services and billing arrangements, as well as additions and changes over the lifecyle of key accounts to best accommodate each client’s needs.


Essential Duties & Responsibilities:

  • Proactively manage assigned accounts with set-up, account management, and retention activities
  • Develop long lasting trusted advisor relationships with assigned accounts and customer stakeholders
  • Conduct regularly scheduled calls (Weekly, Monthly, Quarterly) with assigned accounts
  • Conduct Quarterly Business Reviews
  • Proactively monitor customer health to assess churn risk
  • Lead administrative duties related to large deployments for more complex accounts
  • Lead special billing for assigned accounts
  • Troubleshoot and solve problems in client implementations
  • Collaborate with cross functional teams
  • Ensure customer’s compliance and other contractual agreement needs are being met
  • Other duties as assigned

Knowledge, Skills, and Abilities

  • High School Diploma
  • 2+ years experience in customer service and account management
  • Experience using PestPac
  • Ability to communicate effectively verbally and in writing with customers, peers, and managers
  • Ability to navigate conflict, recommend options, and facilitate solutions that best serve the customer and the company’s objectives and values
  • Ability to set priorities and manage time to accomplish work goals according to quality standards and deadlines
  • Ability to adapt quickly and work effectively in a fast-paced office environment
  • Ability to perform effectively with minimal direction, self-direct work, and escalate problems to manager where appropriate
  • Ability to interpret data to find and present trends, value, and ROI
  • Excellent listening and presentation skills
  • Ability to use independent judgment to handle customer issues efficiently
  • Attention to detail and ability to recognize and correct errors and inconsistencies
  • Proficiency in computer software and systems including, but not limited to Microsoft Office (Word, Excel, Outlook), scheduling and mapping software, billing systems, and web-based portals; ability to learn new software quickly

Preferred Qualifications

  • Prior experience with SalesForce

Environment and Physical Demands:

  • Frequently sitting at a desk to operate a computer, telephone, and other office equipment
  • Constantly communicating with internal and external customers by telephone, in-person, and over email
  • Frequently walking, reaching, and/or stooping to access equipment and supplies
  • Frequently lifting to 50lbs