Customer Success Representative

Founded in 1996, EAC Product Development Solutions (EAC) is a complete source for your product development needs. We provide the full suite of ANSYS and PTC product development software, and offer consulting, training, hardware, implementation and engineering services to support every phase of the product development process. From art to part and everything in between, EAC is ready to offer our brightest ideas to ensure you enjoy the best solutions in the industry.

Summary

EAC Product Development Solutions (EAC) is a complete source for your product development needs. We provide the full suite of PTC product development software, and offer consulting, training, hardware, implementation and engineering services to support every phase of the product development process. EAC is ready to offer our brightest ideas to ensure you enjoy the best solutions in the industry.

As a customer success representative, you will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction. The best CSRs are genuinely excited to help customers, advocate for them when necessary and gather customer feedback. The CSR will problem-solve, troubleshoot and investigate if they don’t have enough information to resolve the problem.

Essential job functions

• Assist with new logo on-boarding
• Contact and connect with customers on a best determined cadence defined by last communication date.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer success team sales targets
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Handles incoming calls or inquiries from prospective customers or clients
• Assists customers effectively by solving customer disputes
• Provides customer additional information or explains services
• Discusses products offered and ensures customer satisfaction
• Tactfully handles confrontational or stressful interactions with the customer over the phone or in public
• Completes supporting paperwork and data entry as required
• Accurately captures customer information and updates Netsuite where appropriate.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Maintains customer records by updating account information.
• Escalates and/or assigns product or service problems by clarifying the customer's complaint; determining the cause of the problem; creating appropriate tech support case(s); selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.

Education and experience

An equivalent combination of education, training and experience will be considered.

• 1-5 Years Customer Service
• College Degree Desired
• Technical Aptitude Desired
• Minimum: High School Diploma

Knowledge, skills and abilities

Knowledge, skills and abilities which may be representative, but not all-inclusive of those commonly associated with the position.

• Strong communication and interpersonal skills
• Self-starter, results-oriented
• Able to work individually and part of a team
• Strong computer knowledge
• Ability to tactfully handle stressful and difficult situations
• Possess strong problem solving skills
• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters

The EAC work Environment is reflective of our Five Tenets. Our employee base is chosen and developed in accordance with our Core Values.

EAC Tenets:

• Be the best
• Do it right
• Work smart
• Be profitable
• Have fun

EAC Core Values:

• Excellence
• Integrity
• Driven to win
• Accountability to team/Responsibility for action
• Customer Centric
• Continuous Improvement

BENEFITS

• Medical and dental insurance
• Voluntary vision insurance
• Flexible Savings Account and Health Savings Account
• Dependent Care Savings Account
• 401(k) Traditional and Roth
• Basic Life and AD&D and Disability Insurance
• Employee Assistance Program
• PTO
• Paid Holidays
• This is a remote position anywhere in the USA.