Beacon is seeking an experienced bi-lingual Customer Success Representative to provide East Coast Time Zone Support (Mon - Fri) for our customers.
The role of Customer Success Representative (East Coast Time Zone Support) includes a variety of reactive and proactive responsibilities in support of our Customers and the Customer Success team. The primary duties of this position include responding to tickets, routing them for action and resolving them.
The position is based in Huntington Beach, CA with a shift schedule that supports East Coast US clients: Monday - Friday 4:00 AM PST to 1:00 PM PST (7:00 AM to 4:00 PM EST). The representative will be expected to be in the office by 5:00 AM daily and will leave at 1:00 PM (end of shift).
- Analyze tickets, replicate the issue to confirm the ticket and (A) manage resolution through the customer success team or (B) escalating the ticket to another department for resolution.
- Continually monitoring Customer Success inbox for client emails and other issues, as well as answering/responding to Customer Success calls.
- Represent the company by phone or on video conference-calls.
- Project management skills – ability to manage multiple priorities at once in the form of open tickets.
- Input and maintain tickets in designated ticket system (salesforce.com).
EDUCATION AND EXPERIENCE
- Experience with a Software company
- Experience in a Customer Service / Customer Success Role
- Experience Processing “Tickets” (Beacon uses Salesforce.com and Wrike)
- Proficiency in MS Word and Excel
- AA or bachelor’s degree strongly preferred
SKILLS and COMPETENCIES:
- Excellent written and verbal communication skills (English and Spanish)
- High level of organization
- Learns quickly
- Strong time management
- Ability to interact in build relationships at all levels of the organization
- Problem-solving and critical thinking skills as required to overcome obstacle
- Excellent written & oral communication skills
Beacon Healthcare Systems is proudly an equal opportunity employer. The company is headquartered in Huntington Beach, CA
Respond through Zip Recruiter to Tracy Luu – Finance and Human Resources Manager
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