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Customer Service Representative

Company: CertaSite
Location: Ann Arbor
Posted on: January 15, 2022

Job Description:

Who are we?CertaSite is a fast-growing fire and life safety company. Fire and life safety is our passion. It's all we think about. We leverage our hard-earned expertise to give people peace of mind, confidence, and more time to pursue their core businesses. Since 2018, we have grown from four to 15 markets serving over 14,400 customers throughout the Midwest.As we grow and expand into new markets, we are building a team that loves what they do and has fun doing it. If you are looking to be challenged every day and for an opportunity to make a huge impact and grow with a mission-driven company focused on the customer, we hope you will consider this amazing opportunity.Our Mission: To protect and provide a meaningful impact to as many lives as possibleOur Vision: Delivering the most dependable and simplified life safety solution on the planetOur Values:

  • Passionate - Relentless pursuit to be great, not just good enough. And we have fun doing it.
  • Impactful - Our work makes a real difference in the world. We literally save lives, but that's just the beginning.
  • Innovative - We believe there is always a better way. We don't stop until we find it.
  • Genuine - We do what we say, and we mean it.
    ROLE OVERVIEWWe are looking for a Customer Success Representative, who will be responsible for supporting customers throughout their journey with CertaSite and delivering an exceptional customer experience. You will collaborate with managers, office staff, technicians, customers and others to help ensure CertaSite represents best-in-class customer service. This is a fast paced and demanding role with high visibility within the company. This role reports to the Customer Success Manager.
    • Onboard new customers by coordinating W-9's, Certificates of Insurance (COIs), billing, portal, and taxation setup, service agreements, compliance contact info, and welcome messages. This includes both regular customers and integrations of newly acquired companies. Validate setup for accuracy
      • Lead customer satisfaction campaigns and support?
      • Create tickets for service issues
      • Route inbound phone calls to appropriate parties
      • Manage compliance reporting to customers and fire marshals and ensure data integrity
      • Assist scheduling coordinators and other departments as necessary
        • Communicate directly with customers in key areas such as onboarding, no response communications, service reports, and red tag letters
        • Review and provide quotes as needed
        • Other projects as assigned
          QUALIFICATIONS
          • High school diploma or equivalent
            • 1 - 3 years of progressive, proven customer service experience
              IDEAL QUALITIES
              • 3 - 5 years of customer service experience within the building trades; life safety ideally, but not required.
              • Customer Focus?- Develops uniquely strong customer loyalty; low-to-no customer attrition; key account executive contacts who will go to bat for him/her; generates repeat business more than peers; earns high customer satisfaction scores relative to peers
                • Relationship Building?- Rapidly build effective relationships through professional interactions with others based on trust: trust that they will always work toward the best interest of those involved and that they are sufficiently competent to provide positive results??
                • Active Listening?- Enhance mutual understanding in communicating with others by expressing genuine interest in, and providing full attention to, the content and meaning of others' messages
                • Information Seeking?- Driven by an underlying curiosity and desire to know more about things, people, or issues. This involves going beyond routine questions and includes digging or pressing for exact information; resolving discrepancies by asking a series of questions; or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future
                • Detail Focused - Passionate for details with a high sense of awareness of all the details that matter most; from data entry to critically reviewing new customer setup and detailed customer communications.
                  WORKING CONDITIONS & PHYSICAL REQUIREMENTS
                  • Controlled climate, office environment
                  • Occasional work from home options
                  • Required to sit for long periods of time, 8 or more hours per day
                  • Frequently required to use monitor, keyboard, mouse and phone
                    COMPANY PERKS
                    • Work at a mission-driven company, focused on people
                    • Comprehensive medical plan options, including dental and vision
                    • 401K plan with company match
                      • Generous paid-time off, paid holidays, and paid paternity leave
                      • Education reimbursement program
                      • 2021 growth plan includes continued growth and expansion into new markets and products and services
                        This is a unique opportunity to join a great team at a company that is quickly growing and evolving. Significant potential for growth.

Keywords: CertaSite, Ann Arbor , Customer Service Representative, Sales , Ann Arbor, Michigan

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