Customer Experience Representative

Role Overview

As a Customer Experience Representative, you will play a direct role in helping our global customers and partners achieve their goals of successfully implementing Agile at Scale, SAFe Collaborate, AI Native and Learning and Certifying in SAFe.

What You Will Do

Providing front-line support to customers and partners through online channels, phone, and events. Responding to customer inquiries promptly and courteously via phone and our tiered support case management system.

Why It Might Be a Fit

A successful candidate will have 2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model.

Requirements

• 2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model
• Comfortable using your own judgment and being proactive to resolve member issues
• Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Salesforce, Customer Success tools/solutions)
• Knowledge of Microsoft Excel and Google Sheets (Vlookups, Formulas, Pivot Tables, etc.)
• Familiarity with Salesforce is a plus
• Must excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in Customer Satisfaction, Net Promoter Score, and Customer Effort Scores
• Strong problem-solving skills with creative approaches
• Clear, concise, and engaging written communication style
• Superb organizational skills, with a strong attention to detail, deadline-driven, and punctual
• Ability to work independently while also knowing when to ask for help, direction, or clarification
• Skill in identifying problems and exploring potential solutions that can be clearly presented to customers
• Effective time management skills, with the ability to prioritize tasks, meet deadlines, and provide superior customer service

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Optional insurance products
• 401K with a match
• Flexible paid time off
• Company-paid sabbatical after seven years of service
• Bonus plan
• Equity options

Tagged as: Clari, Excel, Salesforce