Customer Success Specialist - Adirondack Basement Systems : Job Details

POSITION SUMMARY

Adirondack Basement Systems (“ABS”), a regional leader in the foundation repair industry, is seeking a Customer Success Specialist to join our growing team. Who is this person? An organizational methodical rock star who can be an ambassador to our customers, while providing excellent internal customer service.

For this role, you will follow up on proposals provided by the sales representatives and service technicians for Adirondack Basement Systems with two purposes—quality assurance and closure of the sale. This role will also serve as backup, when necessary, for Customer Care. We care deeply for and strive to build a long-term relationship with each customer.

Essential Job Functions:

• Unsold Proposal Follow-Up
• Follows up with homeowners by telephone and electronic communications for the purpose of ensuring quality and selling previously unsold proposals.
• Project Retention
• Helps save previously sold jobs when homeowners request to cancel an installation.
• Responds promptly to homeowner requests for follow-up and cancellations.
• Inside Sales Revenue
• Meets or exceeds sales goals and other key performance indicators.
• Tactical Support
• Keeps homeowner files updated, complete, and accurate.
• Support other departments as needed.
• Customer Care Support
• Represent ABS by answering calls, setting service and sales appointments, scheduling production installations, and following up with customers on various issues.
• Provide tactical support to other departments of the company.
• Keep customer records and database current.

Mission, Values, Purpose:

• Lives out the company's mission, values and purpose.
• Provides remarkable customer experiences.

Position Requirements

• Knowledge of customer service and/or sales principles and practices.
• Comfortable calling on homeowners and businesses and asking for business.
• Comfortable making 100+ phone calls per day.
• Ability to operate a personal computer and programs (ex: Microsoft Office, Salesforce, etc.).
• Ability to understand, speak, read, and write in English.
• Excellent interpersonal & communication skills.
• Valid NYS Driver's License.
• Ability to perform accurate data entry.
• Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects, maintaining a stationary position most of the time.

Hourly rates ranging from $20 to $24, based on relevant experience, with the opportunity to earn up to $12,000 as a bonus annually.

Job Type: Full Time

Position Type: Non-Exempt

ABS is an EEO; visit our website at www.adirdondackbasement.com for more information.