Customer Success Specialist

Customer Success, Customer Loyalty, and Porting · Poway, California
Department Customer Success, Customer Loyalty, and Porting
Employment Type Full-Time
Minimum Experience Experienced
Compensation $19.50

Founded in 2007, Phone.com, is an award winning tech company, whose mission is to be the world’s most convenient self-service cloud communications platform for entrepreneurs

and small companies. Our virtual phone service delivers a complete suite of enterprise-grade, unified, communication services at an SMB price. With offices in both San Diego,

California and Newark, New Jersey, our team has built the most robust business communications platform on the planet – always available, cloud based phone system that grows with our clients’ business.


As a Customer Success Specialist, your role is to work on the implementation/onboarding process as well as ensuring proactive account outreach to improve service satisfaction. You will ensure new customers have an “awesome” first experience and assess and resolve issues to keep current customers engaged with us. Additionally and as needed there will be parts of this role that would require assistance with fraud investigation and analysis. 


Responsibilities/ Essential Duties

  • Focus on preventing churn and building a bridge to get new customers past the 90 day mark with Phone.com
  • Responsible for new customer onboarding experience by ensuring proper account set up and a positive sales-to-service transition by completing implementation appointments with customers who are interested in learning more about their new services/solutions
  • Outbound calling customer outreach to assess satisfaction and schedule new eCommerce (web order) customers for onboarding/implementation sessions
  • Identifies potential issues with customers and works with the wider business to take effective action to resolve gaps that may exist
  • Provides clear and timely communication to customers on an ongoing basis via email and phone
  • Documents all customer interactions inside Salesforce Cases
  • Provides at risk customers with account support as needed
  • Conducts plan reviews based on the customers usage, needs, and setup; this may result in a plan change, upgrade or downgrade
  • Responsible for the complete life-cycle of Phone.com’s Live Receptionist feature; this includes but not limited to, setup, LR support, and cancellation
  • Assist with fraud account investigation and analysis including but not limited to AUP (acceptable use policy) violations from Phone.com vendors, Credit Card fraud, and 10DLC (SMS) fraud
  • Attending required fraud meetings (weekly, Thursday at 11am PT)
  • Providing trends and findings to upper level management on fraud


Qualifications:

  • High school diploma or equivalent
  • Minimum two years of experience in a customer service role
  • Demonstrated attention to detail
  • Good written communication and ability to create e-mail correspondence to vendors and customers
  • Ability to multi-task 
  • Ability to manage high volume of data entry accurately
  • Ability to work independently with limited supervision


What We're Looking For:

  • Excellent verbal and written communication skills
  • Extensive knowledge of customer service procedures and principles
  • Organized with attention to detail
  • Strong teamwork and collaboration skills
  • Willingness to learn and adapt to changes
  • Highly organized and strong time management skills
  • Ability to work in a fast paced, changing environment with minimal direction.
  • Shares our core values to ASPIRE and acts as a role model/mentor for all Call Center Teams! 
    • Authenticity: We value honesty, transparency, open expression, and a sense of humor. Diverse personalities and backgrounds make our team stronger
    • Service: We recognize and reward people who make intentional decisions to help others both inside and outside of the workplace
    • Passion: Our peers are emotionally invested in our company’s success and their own personal development
    • Innovation: We take calculated risks to constantly improve our products and our processes. The drive for continuous improvement is shared by everyone
    • Respect: While we often disagree, we always show due regard to the feelings, wishes, rights, and traditions of others
    • Empathy: Seeing the world through the eyes of others is how we create products and services that customers love

 

We offer exceptional Benefits including:

 

90% Company Paid Health Insurance for you AND your family!

100% Company Paid Dental insurance

100% Company Paid Vision insurance

Short and Long Term Disability Programs

401K Retirement Plan

Flexible Spending Accounts (FSA) for Health, Dependent, and Transportation

Paid time off

Professional development assistance

 

We offer Additional Perks including:

 

GrubHub weekly budget for home lunches

A rare opportunity to learn and work with leading-edge technologies in a dynamic, growing environment 

A fun & friendly work environment, where your voice matters & you make a difference!

Competitive benefits package and perks

Outstanding paid-time-off (PTO) and paid holidays        

Free phone service and Phone.com swag!

If you’d like to be part of a winning, creative team, then come unleash your potential with Phone.com as a Technical Support Specialist, where you’ll be enhancing the lives of our customers and your career.


Thank You

Your application was submitted successfully.

  • Location
    Poway, California
  • Department
    Customer Success, Customer Loyalty, and Porting
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
  • Compensation
    $19.50