Customer Success Specialist

The Customer Success Specialist I (CSS I) is responsible for providing worldclass services that will set IDIQ apart from our competitors.  This position reports to the Customer Success Operations Manager. Team members in this position may be assigned to provide support and/or account management and/or engagement motivation and/or onboarding to new and existing or past IDIQ business partners. The position requires a strong balance between assuring business partners are satisfied while maintaining established departmental policies procedures and meeting or exceeding personal key performance indicators (goals). 

Key responsibilities include but are not limited to the following:

• Focuses on satisfaction and relationship building while maintaining established policies procedures and key performance indicators.
• Must be a product knowledge expert within their assigned areas of duty.  
• Provides world class support services to IDIQ business partners through all authorized company communication channels.
• Provides account management services as designed by the department to engage and retain new and existing business partners to use IDIQ brand services.
• Manages and delivers onboarding services to new IDIQ business partners.
• Responsible for engaging with business partners to find ways to help them improve their IDIQ profitability while also seeking opportunities that will maintain and increase revenue from each business partner for IDIQ.
• Places extreme focus on business partner satisfaction while maintaining established policies and procedures.  
• Maintains required training certifications for their assigned duties.  Accepts and collaborates with their manager on ways to improve their personal results.
• When applicable reviews analyzes and acknowledges their personal quality assurance findings from their manager and/or from IDIQ quality assurance.  
• Performs other jobrelated duties and responsibilities as may be assigned from time to time.

Qualifications :

• 12 years experience providing support and/or onboarding services to customers.
• Experience managing CRM systems and phone systems commonly used in a services center.
• A strong ability to listen identify needs and carry out tasks and solutions with little or no required supervision.
• Ability to foster close relationships with business partners.
• Proficiency in Microsoft Office programs (e.g. Excel Word Outlook PowerPoint etc.)  and other special applications associated with job duties.  

Preferred Knowledge and Skill:

• Strong telephonic and electronic communication skills and etiquette.
• Advanced problemsolving skills.
• Familiarity with CRM systems and practices.
• Willingness to learn respond to coaching and adapt.
• Strong customerfocused mindset
• Established track record of reliability and good attendance.
• Strong communication and crossfunctional skills with the ability to engage listen and collaborate with internal departments and external stakeholders.
• Collaborative with the ability to structure mutually beneficial partnerships.
• Ability to be discrete and maintain confidential information.
• Ability to multitask with a high volume of tasks.
• High level of organization skills attention to detail and ability to prioritize and timemanage across multiple deadlines.
• Acts without being told what to do. Brings new ideas to the company.
• Exhibits passion and excitement over work. Has a cando attitude.

Additional Information :

Position Details: This is a fulltime hourly position (40 hours/week). 

Pay: The pay range for this position is a minimum of $22.00$26.00 per hour.  The actual compensation offer will carefully consider a wide range of factors including your skills qualifications and experience.  

Benefits and Perks: IDIQ makes available comprehensive benefits including 100% employee medical options 50% dental and vision (for employee only dependent coverage available). Other benefits offered include paid time off life insurance shortterm disability longterm disability and a 401k program with employer match. We work in a casual dress attire environment. Enjoy friendly competition with pingpong tournaments pool games and more.

AAP/EEO Statement:  Identity Intelligence Group LLC dba IDIQ does not tolerate discrimination or harassment of employees or applicants.  The Company makes employment decisions without regard to actual or perceived: race (including hair texture or protected hairstyles e.g. braids locks and twists) color religion religious creed (including religious dress and grooming practices) national origin (including language use restrictions) ancestry citizenship disability (mental and physical) including HIV and AIDS  medical condition (including cancer and genetic characteristics) genetic information marital status sex (including pregnancy childbirth breastfeeding or related medical conditions) gender gender identity gender expression age (40 years and over) sexual orientation veteran and/or military status family and medical leave status domestic violence victim status political affiliation and any other status protected by federal state or local law.

Supervisory: No supervisory responsibilities. 

Business Office Environment: This position operates in a professional office environment. Office environment can vary with noise levels and stress from low to moderate.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee is regularly communicating and conversing with members/stakeholders/management and must be able to exchange accurate information appropriately. The employee frequently is required to remain in a stationary position occasionally move about; and constantly operate a computer or other office equipment. The employee is regularly required to push or otherwise move up to 1030lbs of various equipment.  Applications may include but are not limited to repetitive work operating a computer keyboard mouse and headphones while primarily maintaining a stationary position and occasionally moving about at an assigned work desk area.

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