Job Title: Customer Success Specialist
Contract Opportunity: CTH
Location: Remote
Position Summary:
As a member of the Customer Success Team, your primary responsibility is to provide world class service to our customers. The Customer Success Specialist is expected to take on customer calls and be able to manage priorities, in a fast-paced environment. You will also proactively contact merchants in various system boarding statuses to help them successfully board and stay connected to the service.
- Experience with using spreadsheets (Excel, Google Sheets or similar) and writing basic spreadsheet formulas.
- Familiarity with Hubspot CRM a plus.
- Verbal and written Spanish fluency is desirable.
Responsibilities:
- Understand and become conversant regarding the DAVO Sales Tax application.
- Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in HubSpot, our Customer Relationship Management (CRM) system.
- Educate and empower customers by providing clarity on their DAVO Sales Tax application.
- Be the voice of the customer within DAVO. Drive issues to resolution.
- Escalate problem or difficult sales tax return issues to the Onboarding Manager or Filing Manager for assistance.
- Maintain assigned boarding and churn management queues to proactively help customers board and stay connected to the DAVO sales tax system.
Required Skills:
- Exhibit a high degree of empathy, have an ability to work with customers in high pressure situations.
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
- Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
- A critical thinker
- Basic understanding of general math and percentages.
- Team player with the ability to encourage a positive atmosphere.
- Comfortable making outbound & taking inbound phone calls and have excellent oral communication skills.
- Exceptional written communication skills for email, text and chat.
- General understanding of retail point-of-sale devices, sales tax regulations and how these requirements apply to small retail businesses.
- Experience with using spreadsheets (Excel, Google Sheets or similar) and writing basic spreadsheet formulas.
- Familiarity with Hubspot CRM a plus.
- Verbal and written Spanish fluency is desirable.
- Ability to take direction and feedback to improve work processes.
- Ability to work independently in a time constrained environment.