MortgageBoard

Customer Success Associate

PR - Catano
Pay Rate: $11 per hour

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Customer Success Associate
Provide customer service to Internal or External Customers. Prepare correspondences and fulfill customer needs to ensure customer satisfaction with accuracy and efficiency. Genuinely excited to help customers.The CSR put themselves in their customers' shoes and advocate for them when necessary. Confidence at troubleshooting and proactively investigate if they don't have enough information to resolve customer complaints. May be assing to a multi client or dedicated client facility. Model and act in accordance with our guiding principles and core values.

Responsibilities:

• Secure necessary documentation when incomplete information is provided.
• Complete documentation for receipt of shipments, or review documentation to correctly process shipments.
• Act as the main point of contact for existing clients, strengthening relationships with them.
• Efficiently carry out the creation of new clients and maintain quality control of the files.
• Serve as a liaison with the customer for complaints and concerns, handling complaints, returns and non-conforming materials.
• Collaborate with the sales team to develop more effective methods to address customer complaints, improving overall customer satisfaction.
• Thoroughly review customer accounts and transactions, proactively resolving any issues that may arise.
• Maintain effective communication with clients, whether in person, via email or chat, over the phone, or on social media platforms.
• Monitor customer satisfaction levels, providing regular follow-up and reporting to the team leader.
• Manage pre-alerts daily to determine whether freight is arriving as expected and ocean documents are received within time standard specified.

Requirements

• Communication skills, both verbal and written.
• Basic computer skills such as data entry, website navigation, Microsoft Office management, among others.
• Customer service experience.
• Fluent English.
• Driver’s license or Real ID, valid. 
• Hours: Monday to Friday: 8:00AM - 5:00PM.