badgermapping - Badger Maps - Customer Experience Specialist I
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Requirements
• As a CES I Rep, you will work closely with individual customers to advise them on the best ways to use Badger Maps to achieve their goals and solve their challenges. You'll work one-on-one with individual users: answering inbound support calls, solving problems quickly, and guiding people through setup and training so they get real value from Badger Maps. Additionally, you'll remove bottlenecks and troubleshoot, ensure retention and seek upgrade opportunities and contribute to Customer Success projects to enhance the customer journey. • 2+ years of experience in a customer-facing role, including recent experience calling customers • 1+ years in technical support • Excellent English communication skills, written and verbal • Ability to quickly learn and understand a new piece of software, along with all of its little quirks • Prior experience using a CRM (preferably Close.io) and Zendesk • Great troubleshooting ability and capacity to quickly understand the question a customer is trying to ask • Someone with a positive attitude, able to follow guidelines (you will be supplied with clear examples and guidelines), and open to constructive criticism • Cool to have: prior experience working for a SaaS (Software as a Service) company
Responsibilities
• Work one-on-one with individual customers to understand their needs, guide them through account setup and customization, and ensure they get the most out of Badger Maps • Handle inbound support calls, delivering fast, clear and effective solutions to a wide range of customer questions • Reduce churn by managing existing customer relationships with strategic relationship building, outreach, and follow-up • Create customer value and loyalty, ask for reviews/case studies and referrals through onboarding, training, inbound support calls, and other Customer Success Initiatives. • Create and maintain internal and external Customer Success materials, resources, and processes • Collaborate with cross-departmental stakeholders in projects to drive company revenue and advocate for customers, with the potential to create and lead your own impactful projects
Benefits
• Competitive monthly salary, with sales incentive opportunities, base salary negotiable based on experience • Permanent Employee Contract (with a probationary period) • Vacation and Sick Leave credits, as well as 2 days of volunteering time-off per year • Private health insurance after the probation period
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