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Client Engagement Specialist

2 months ago

Little Ferry, New Jersey, United States RedBalloon Full time
About RedBalloon

At RedBalloon, we specialize in transporting vehicles across the United States.

Since our inception, we have successfully delivered a significant number of vehicles through our dedicated fleet and trusted partners.

Join us as we embark on an exciting growth phase within our new consumer retail division.

Traditionally, our services catered to businesses such as auto auctions and dealerships, but we are now expanding to offer a tailored service for individual customers looking to ship their vehicles.

This initiative aims to evolve into a national direct-to-consumer auto transport brokerage.

We have invested in cutting-edge real-time pricing technology, enabling us to scale effectively while ensuring transparency in our pricing.

Unlike many competitors, we prioritize clarity regarding final delivery costs. To support our innovative online quote and booking platform, we are enhancing our marketing, sales, and customer service strategies. Our immediate focus is on hiring a passionate Customer Success & Sales Specialist to assist our clients. You will work closely with our team and report directly to management.

While you will collaborate with others in this role, you will also play a key part in nurturing customer relationships.

Role Overview

The Customer Success & Sales Specialist will establish a positive rapport from the initial contact.

All inquiries are inbound, seeking immediate online quotes, and you will guide clients through the multi-step process from purchase to delivery, which may take several weeks.

For instance, shipping a vehicle from one coast to another can be a lengthy process.

Our pricing reflects the quality of our service, so you will need to communicate our commitment to timely delivery and our strong reputation.

For customers who have already placed orders, your role will be to ensure they have a fantastic experience with us. For potential clients, you will respond to inquiries and follow up to assist them in making informed decisions.

In collaboration with our dispatch team, you will communicate through various channels:
phone, email, live chat, and SMS.

Our clients value the support we provide, the updates we share, and the peace of mind we offer throughout their journey with us.

You will also work with our marketing team to showcase customer success stories. Collaboration and communication with your colleagues will be essential to your success.

Key Responsibilities

- Work fixed-hour shifts, Monday through Friday, ensuring a guaranteed 40 hours per week.

- If applying for the remote position, demonstrate your ability to work independently and coordinate effectively with a distributed team.

- Utilize online software tools and manage multiple data entry systems efficiently.

- Engage with customers via phone, providing a warm and professional greeting.

- Respond to inquiries with clear, friendly communication through emails, texts, and live chat.

- Learn our business processes and prioritize customer support requests effectively.

- Foster a positive team environment that enhances the customer experience.

Desired Skills and Attributes

- Previous experience in customer service or a related field is preferred.

- Familiarity with the transportation or automotive industry is a plus but not mandatory.

- Strong interpersonal skills with the ability to build genuine relationships with customers.

- Empathy and the ability to advocate for customers within our team.

- Willingness to learn about sales and the auto transport industry, with training provided.

- A positive attitude and the ability to remain calm under pressure.

- Strong problem-solving skills and the ability to work autonomously while being accountable for your actions.

Compensation and Benefits

We offer competitive wages, benefits, and performance bonuses for both full-time and part-time positions. Our focus is on finding the right fit for our team, and we are committed to compensating accordingly based on experience.

This position is designed for remote work, with eligibility for home office ergonomic and internet reimbursements.