Ann Arbor, MI · Remote
$15.75 - $21.25/hr
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 ...
Ann Arbor, MI · Remote
$15.75 - $21.25/hr
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 ...
| Aspect | Remote Optical Manager | Optical Sales Representative |
|---|---|---|
| Credentials | Optical-related certifications, management experience | Sales experience, optical product knowledge |
| Work Environment | Remote management, administrative tasks | In-store or client-facing sales |
| Industry Usage | Optical clinics, eyewear companies | Optical retail stores, eyewear brands |
The Remote Optical Manager typically oversees optical operations remotely, focusing on staff management and administrative duties, requiring management skills and optical certifications. In contrast, an Optical Sales Representative primarily engages with customers directly, promoting eyewear products and sales. Both roles are common in the optical industry but differ in responsibilities, work environment, and required credentials.
$15.75 - $21.25/hr
Full-time
Re-posted 11 days ago
8.5
Based on 12 frontline employees who took The Breakroom Quiz
5th of 37 rated health and safety providers
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 possible
Our Vision: Delivering the most dependable and simplified life safety solution on the planet
Our 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 OVERVIEW
We 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 amp; 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
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Public safety statistics centers and offices
51 - 200 Employees
Indianapolis, IN, US
2018
