Job Description

ROLE: Client Success Representative

LOCATION: Oklahoma City, OK

TYPE: Non Exempt position

ABOUT CIRCLEIT:

CircleIT is a digital ITAD provider and Certified B Corporation focused on repurposing data-bearing technology devices to create beneficial customer, environmental and social outcomes. CircleIT provides the highest level of security to its clients, wiping data beyond the Department of Defense standards and holds certifications from over a dozen accredited parties including NAID AAA Certification. CircleIT has set the security standard in the ITAD industry for the past 20 years and pioneered certified ESG reporting for enterprises and a digital ITAD solution for remote workers, small businesses, and consumers.

WHAT YOU’LL DO:

As a Client Success Representative, you will be the primary point of contact for our clients beyond their assigned account manager with the objective of delivering outstanding customer service and driving excellent service quality. This fast-paced position will be responsible for managing day-to-day needs for our customers. Responsibilities include maintaining customer relationships, collaborating with our internal teams to manage customer solutions, assisting with on-boarding of new customers, and managing escalations.

RESPONSIBILITIES INCLUDE:

· Primary focus is providing excellent customer service to our client base

· Acts as the primary customer point of contact for entire client base with the help of other CSM Team members and identifies areas to improve the customer experience.

· Ensures high-quality customer satisfaction through conceptualization, proactive service management, process consistency and rapid customer response; works in partnership with internal teams.

· Performs client training/presentations as assigned (i.e., Client Portal Demonstrations)

· Provides timely follow up to the client regarding requests, returns, shipments, and other inquiries

· Provides timely feedback to the company regarding service failures or customer concerns

· Leads regular reviews with the customer on the status of any open incidents, requests, or issues with assistance from internal departments that apply

· Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, value propositions and capabilities

· Ensures the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding expectations, concerns, and procedural changes

· Resolves issues encountered and implements corrective actions with urgency

· Suggest growth opportunities, add-on-sales and services, and for supporting the productivity and profitability in discussions with internal team, as this role is in constant communication with clientele

· Other duties as assigned

PREFERRED EXPERIENCE:

· 1+ years of experience in customer service or customer success position strongly preferred

· Exceptional ability to communicate and foster positive business relationships

· Process oriented with the ability to effectively multi-task in a very fast paced environment working with multiple teams/departments

· Technical skills required, as they relate to responsibilities as outlined above

· Accountability and personal organization are essential

· Excellent verbal and written communication skills

· Deep understanding of customer/client concerns and thoughts regarding the use of the services and the ability to troubleshoot as needed

· Excellent organizational skills and attention to detail

· Proficient with Microsoft Office Suite or similar software, and accounting software and Zoom

PHYSICAL DEMANDS:

· Prolonged periods sitting at a desk and working on a computer

· Must be able to lift up to 15 pounds at a time

BENEFITS:

Our employees are our most important asset and that is reflected in our benefits. We are proud to offer a variety of benefits to support employees and their families, including:

· Medical, Dental, Vision

· Life Insurance and Disability

· Vacation and Holidays

· Retirement Plan

· Child Care Reimbursement

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.