Customer Success RepresentativeClient Operations Coordinator viaPeople

2 weeks ago

Salt Lake City, United States Solen Software Group Full time

Job Title: CSR / Client Project Manager

Location: Salt Lake City, Utah; Plainsboro, New Jersey; Hybrid Remote (3 Days in office)

Job Type: Full-Time

About Us:

viaPeople is a dynamic and innovative performance management software company, dedicated to helping investment firms optimize their talent strategies. We build tailored software solutions that empower businesses to unlock the full potential of their employees, drive growth, and achieve their strategic goals. We deliver white-glove customer support and deep subject matter expertise. viaPeople is privileged to have a loyal and satisfied group of top-tier clients.

Job Overview:

As a Junior Customer Support Representative, you will be the first line of support for our clients, and will regularly interface with clients. Your primary role will be to assist clients through implementation of our performance management software. This includes assisting clients with their inquiries, resolving issues quickly, and maintaining a high level of customer satisfaction. This job is a great opportunity for someone looking for project management experience and a desire to interact daily with customers face to face and problem solve on their behalf.

Key Responsibilities:

Project Coordination and Management:

  • Assist in developing project plans, including scope and schedule.
  • Monitor and report on project progress; manage any changes to project scope, schedule, and costs.
  • Coordinate internal resources for the flawless execution of projects.
  • Ensure that all projects are delivered on-time, and within scope.

Client Support:

  • Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
  • Provide accurate information about products and services to customers.
  • Resolve customer issues and complaints with empathy and efficiency.
  • Escalate complex issues to senior team members when necessary.
  • Maintain high levels of customer satisfaction.

Communication and Teamwork:

  • Maintain communication with stakeholders regarding project status and adjustments.
  • Address potential issues and propose creative solutions to mitigate risks.

Administrative Support:

  • Create and maintain comprehensive project documentation.
  • Manage the relationship with the client and all stakeholders.

Quality Assurance:

  • Perform quality assurance controls on projects.
  • Ensure that all project deliverables meet the required standard and client expectations.

Qualifications:

  • Bachelor's degree or equivalent
  • Excellent verbal and written communication skills.
  • Strong organizational and time-management abilities.
  • Basic understanding of project management principles.
  • Proficiency in Microsoft Office and customer service software.
  • Ability to work well in a team and adapt to a fast-paced environment.
  • Experience in customer support and/or client project management with a software company is preferred

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