Customer Success Representative
7 days ago
**Customer Success Representative**
**Phoenix, AZ**
**About the Role**
We’re Hiring for a Customer Success Representative in Phoenix, AZ. This role is remote for now from Phoenix, however, LodgeLink will be opening up an office in the area in the fall at which time the role will become hybrid - in-office with 20% flexibility to work from home.
The Customer Success Representative is crucial to our customers' experience, responsible for driving high levels of engagement and satisfaction. You will participate in product demos, manage customer onboarding, and work collaboratively with our Business Development Managers to support customers post-onboarding. This includes educating customers on the LodgeLink platform to maximize value and efficiency, driving self-service, completing account reviews, providing key metrics and reporting, and offering valuable feedback to our product development team on required modifications or new features.
The position requires a passion for excellent customer service, solid data analytics skills, a curious nature, attention to detail, and a can-do attitude. Working for a rapidly growing technology company means solving new problems and stepping outside your comfort zone.
**Responsibilities**:
- Deliver favorable customer support using customer support tools and personal product knowledge
- Help resolve customer issues and interact with customers in a way that engages, and enhances interactions/relationship with LodgeLink
- Act as liaison, communicating with both customers and suppliers. Engage with suppliers to enhance customer experience
- Provide value by asking questions to better understand customer needs to showcase benefits
- Escalate concerns, track patterns in issues and opportunities to improve customer experience
- Become a knowledgeable source of information for property availability, reservations, and listings and use this information to deliver on customer preferences and provide timely, helpful service
- Understand margin cost revenue
- Share customer success stories internally
- Contribute knowledge to product enhancements/product roadmap and fixes
- Collaborate with the LodgeLink team to solve problems, improve and innovate
- Organize and manage all web content and assets (photos, etc.) for ease of access and reference
**Requirements**:
- Working towards or completed a diploma or degree in Business and/or Administration, Marketing, Communications, Travel/Hospitality Management or relevant field and/or relevant experience
- Adept at creative problem solving with logical approach to resolving customer issues and challenges. A desire to understand our customers and problem solve to exceed customer expectations. Enjoys solving problems and sincerely wants to help customers
- Exceptional verbal and written communication skills, to teach or explain how to use LodgeLink, or clearly articulate how to resolve an issue, and to create and edit content for website use
- Exceptional attention to detail and organizational skills to action and maintain accurate customer bookings and tickets, and manage customer and supplier information
- Able to work collaboratively to engage team members (and colleagues from other teams/groups or externally as required/appropriate) to best resolve client challenges and improve experiences
- Experience working with reservation systems and help desk technology, SharePoint, Salesforce, and Adobe InDesign (Photoshop) is an asset
- Thorough understanding of hospitality, remote accommodations industry, and potential clientele needs and crew requirements an asset
**About LodgeLink**
United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to ‘_Create A Better Way’_ for all.
At LodgeLink, we're seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.
**LodgeLink Total Rewards |** Caring for our team is a priority, and we’re pleased to provide these benefits:
- Building a diverse and inclusive team, supporting career growth and development.
- Competitive base salaries.
- Share Appreciation Rights program for salaried employees.
- Paid vacation days and sick days.
- An employee charitable donation program.
- Hotel and travel discounts.
- Comprehensive options for benefits, with cost-sharing between the company and the employee. 401K Matching program.
**We are an Equal Opportunity Employer**
Black Diamond Group is committed to diversity, equal opportunity and ensuring that our employees can thrive in an inclusive environment. We are pleased to consider all qualified applicants for e
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