paycor
Customer Success Specialist
Access One Inc.
Chicago, USA
Full-time
Entry
Hybrid
USD 65000-70000 yearly
Discovered 1 months ago
Full Job Posting
- Build relationships with assigned clients, which includes being involved in any customer calls, ranging from onboarding calls, quarterly review calls and more.
- Establish a trusted and strategic advisor relationship to help drive high levels of customer satisfaction.
- Maintain and implement customer success strategies and best practices by utilizing regular “check-ins” for consistent communication. Following up on any and all items that have crossed your path.
- Serve as escalation point for client issues, and work to involve any necessary departments and management teams as needed.
- Communicate effectively with both internal and external senior level management to understand client needs, maximize retention and growth, and communicate learnings.
- Responsible for helping maintain accurate documentation including creating a runbook for each change order, specific self-help guides, important documents and contacts.
- Stay informed on the customer account details and work to ensure contact information and other pertinent details are updated accordingly.
- Audit account services to ensure billing and details are on point, open tickets as needed for any adjustments.
- Work to provide access to online billing portal and answer questions regarding billing amounts and service inquiries.
- 2 – 5 years of experience as a Customer Service Specialist, Customer Service Representative or Customer Service-related role.
- Familiarity with Microsoft applications (Outlook, Teams, Excel, Word, SharePoint).
- Experience working with ticketing systems (ConnectWise preferred).
- Experience at a Managed IT Services Provider (MSP) preferred.
- Strong organizational and time management skills.
- Strong attention to detail and ability to identify concerns proactively before they become larger problems.
- Able to understand the client’s priorities and ability to manage competing multiple tasks effectively.
- Strong communication skills along with ability to maintain accurate documentation and client records consistently.
- Consistent demonstration of strong organizational, project/program management, change management, documenting and problem-solving skills.
- Demonstrates strong follow-through and accountability while orchestrating across multiple groups to ensure client’s outcomes are met in a fast-paced environment.
- Self-motivated with a customer-focused mindset and a sense of urgency when needed.
- Comfortable learning new systems and technologies quickly.
- Self-motivated and highly organized with strong task tracking and follow-up skills.
- Ability to maintain accurate documentation and client records consistently.
- Base salary $65,000 - $70,000
- Opportunities to grow your career and expand your expertise
- Continuous learning and professional development
- Advancement opportunities based on consistent performance
- Exposure to a broad portfolio of telecom and managed IT solutions
- Comprehensive health, dental, and vision coverage
- 401(k) with company match
- Generous PTO and flexible work environment
- Engaging company events supporting work-life balance
- Volunteer and donation opportunities to support the community
About Access One Inc.
IT Services & Consulting146 employeesFounded 1993
Chicago-based private business technology provider serving companies with managed IT, cybersecurity, cloud, voice, data, and security services.
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