Client Success Representative
Because of our rapid growth, we see an immediate need for determined individuals to join our mission-driven team. If you find yourself interested in customer service, customer support technology, or the health/beauty industry, then you will find this job fascinating and rewarding. Client Success Representatives of the Cellular Medicine Association serve as an essential link between our engineering team, fulfillment, and our physician team (our teachers and in-house physician, Dr. Runels) and our user community of very brilliant, innovative, brave, and motivated physicians.
The Client Success Team responds to customer (physicians, patients, and industry leaders) inquiries and provides user guidance through the software and telephone interactions. You will also help with our live workshops.
We are looking for individuals with a positive attitude, problem-solving skills, and excellent written and verbal communication skills. A successful candidate will be comfortable helping strangers, have a friendly demeanor and will be willing to go the extra mile. We are a technology company, so technical experience is a plus. However, all representatives go through our new hire training course before being exposed to customer issues, so individuals of all levels of technical skill levels are encouraged to apply. We are proud to offer an intuitive software tool, so if you can smile and navigate a keyboard (type 50 words or minute or more…test yourself here), then our team is waiting for you!
Our office researches, markets, license, & legally protects procedures that improves beauty and sexual health. If talking about either of those two subjects (including men having sex with men and women having sex with women) makes you uncomfortable, then this job will make you unhappy. We recognize the importance of sex in most relationships and make no apologies for researching and discussing ways to improve the lives of people by improving their sexual function.
Provide friendly and efficient service to the worldwide Cellular Medicine Association community
Be the first point of contact to handle and resolve user questions
Conduct Client Success calls to on-board new clients while providing proactive support and education through implementation
Respond professionally to inbound phone calls, tickets, and chats (including urgent situations)
Monitor social media to proactively create tickets on clients’ behalf
Identify and escalate issues appropriately to the Technical Support, Billing, and Fulfillment team.
Compose thoughtful and thorough messages or customize prepared responses to tickets and chats
Research information and troubleshoot problems using available resources
Provide dispatch for all incoming inquiries
Monitor and control numerous concurrent tasks
Proactively and independently work to meet targets and goals
Identify ways to improve the customer experience
Identify ways to increase the efficiency of the team
Must be available for a regular schedule of 40 hours a week, spanning weekends and holidays (as our customers need us all over the world); shifts may include evening or early morning hours but you will have four weeks off for vacation.
Patience and an ability to manage stress
Professional and approachable in correspondence
Strong communication and interpersonal skills
Ability to work under pressure and adapt quickly to adverse situations
Technical aptitude and the ability to learn quickly
Must be fluent in English
Knowledge of and experience in measuring and improving customer satisfaction
Familiarity with ticketing systems
Must be able to remain in a stationary position for long periods of time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer & telephone and other office productivity machinery, such as a copy machine and computer printer.
The person in this position frequently communicates with customers to answer their inquiries and guide them through the software. Must be able to easily exchange accurate information over the phone in these situations.
Send resume to DrRunels@Runels.com