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Customer Success Representative

Company: Citron Hygiene
Location: Billerica
Posted on: November 15, 2022

Job Description:

Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers.
Position Summary:
This role is critical as the first impression of Citron. This role includes helping to field customer calls, serve as a liaison between customers, service technicians and sales representatives and complete reviews and approvals of contracts. The incumbent would assist customers in scheduling services and be the first point of contact to resolving concerns and work closely with Sales on their contracts review and approval. If you have excellent computer skills, good problem-solving ability, CRM (Sales Force) and superb communication and interpersonal skills, this is a position you may want to consider. The position requires time on the phone, a good deal of patience and the ability to multi-task.
Duties and Responsibilities:
The duties and responsibilities of the Customer Success Representative include, but are not limited to, the following:

  • Receives, processes and verifies the accuracy of orders from customers utilizing the organization's internal systems and customer purchase orders.
  • Initiates required action for response to customer service requests,
  • Subcontractor day-to-day management.
  • Ensures and provides quality service to both internal and external customers.
  • Responds professionally to all customer calls, providing exceptional resolution to customer issues and complaints, where required.
  • Receives inquiries from and/or contacts the organization's branch/regional offices to resolve a variety of order-related issues.
  • Accesses the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
  • Performs assigned system maintenance to various electronic order or customer files.
  • Participates and provides expertise as a member of the customer service's departmental team. The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Assisting to manage the service queue in Salesforce.
  • Review, audit and approve Sales contracts
  • Other duties as assigned
    Minimum requirements:
    • Proficiency in Microsoft Office and suite of programs.
    • 2-5 years of experience in a call center environment.
    • Experience with Salesforce will be considered an asset.
    • Ability to successfully navigate with all departments with tact and diplomacy.
    • Outgoing personality.
    • Ability to multitask.
    • Strong in customer relations; and
    • Excellent telephone skills
      --- Company-paid health & dental--- 401k plan with employer match provision--- Longer-term disability & life insurance coverage--- Competitive voluntary benefits--- Paid sick and vacation time--- Paid holidays
      Citron Hygiene welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process
      To be considered in the final step, successful Citron applicants will be asked to present their proof of full- vaccination status unless there's an approved religious or medical exemption.

Keywords: Citron Hygiene, Billerica , Customer Success Representative, Other , Billerica, Massachusetts

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