Customer Success Manager

Sparta Nutrition - Wayne, NJ

Full-time$15 - $17 an hour
EducationSkills

Sparta Nutrition is an innovative supplement and health startup backed by 2 years of proving our products and formulations. We're building the next revolution of supplements by harping on innovative flavors and transparent ingredients. Check us out at www.SpartaNutrition.com. We are looking to fill a key position of our operational team.

The Customer Success Manager attracts potential customers by answering product and service questions; suggesting information about other products and services.

Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction all via Email, Phone, Text or Live Chat Support.

We are also looking for someone who can help handle simple social media functions such as Instagram posting, Facebook community management alongside simple comment and direct messages management on social media platforms. Duties will include assisting with the day-to-day management of our official accounts on Facebook, Twitter, Instagram, and more.

Job functions:

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Answer questions about warranties or terms of sale
  • Act as the company gatekeeper
  • Suggest solutions when a product malfunctions
  • Handle product recalls
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Read from scripts
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media

Requirements:

  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices such as Zopim and Zendesk
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • High school diploma or equivalent; college degree preferred

Customer Success Manager Top Skills & Proficiencies:

  • Customer Service
  • Product Knowledge
  • Quality Focus
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Multitask
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills

Job Types: Full-time, Internship

Salary: $15.00 to $16.00 /hour

Experience:

  • Customer Service: 1 year (Preferred)

Language:

  • English (Required)

Work authorization:

  • United States (Required)
  • Morning (Preferred)
  • Evening (Preferred)
  • Graveyard (Preferred)
  • Mid-Day (Preferred)

Work environment:

  • Office

Communication method(s) used:

  • Email
  • Phone
  • Chat
  • In-person

Job Types: Full-time, Internship

Salary: $15.00 to $17.00 /hour

Experience:

  • Customer Service: 1 year (Preferred)
  • Customer Relationship Management: 1 year (Preferred)

Language:

  • English (Required)