OpenWorks Customer Success Specialist in Phoenix, Arizona
Customer Success Specialist
Who We Are
OpenWorks (http://openworksweb.com/careers/) is a full-service, national commercial cleaning and facilities management operator that helps businesses, healthcare facilities, and schools work better by making facilities cleaner, safer and healthier. Founded in 1983, OpenWorks offers commercial cleaning, janitorial, and integrated facility maintenance services through their reputable service provider network. Headquartered in Phoenix, AZ, OpenWorks has more than 20 regional offices and more than 700 franchise partners across the country. OpenWorks has earned coveted spots on Inc. 5000 and Franchise 500's lists as one of the fastest-growing franchise operations in the nation.
What You'll DoAs a Customer Success Specialist, you will be tasked with providing outstanding service to both internal and external customers. You will manage a customer portfolio where you will be able to build, maintain, and strengthen client relationships.Responsibilities
Receive inbound phone calls, while using resources to effectively identify, resolve, and escalate customer needs appropriately
Provide outstanding customer service while maintaining a positive attitude
Meet daily, weekly, and monthly goals set by your direct manager
Make outbound phone calls to assess the quality of service our customers are receiving. If quality of service is not spectacular, use resources to turn the customer into an Open Works advocate.
Keep customers informed throughout the ongoing status of any ongoing/current issues they may be experiencing.
Make outbound calls to delinquent accounts to ensure regular payment.
Manage portfolio of accounts to assure contract renewals and terminations remain under company KPI
Actively pursue contract increases and upsells to create a better customer experience.
Any other activities deemed necessary by management
Critical-thinking | Demonstrates the ability to leverage tools and resources; asks clarifying questions; demonstrates the ability to tackle a project or problem without all of the context.
Industry / Role Expertise | Possesses a deep understanding of the field, its complexities and how to navigate through a variety of situations.
Communication & Presentation | Expresses themselves using clearly, uses effective communication methods/channels per the situation and audience; listens patiently and attentively; adapts to the purpose of the communication with appropriate style, substance, detail and confidence.
Goals & Metrics Driven | Thrives in an environment being measured and held accountable for quantifiable results; driven by ‘stretch’ goals and understands the importance in aligning individual goals with organizational goals.
What We’re Looking for in You
High school or GED required
Strong communication skills
1+ year(s) in a contact center environment focused on providing amazing customer service or account management
Critical thinking skills is a MUST
Willingness to go above and beyond to create the best customer experience possible
Ability to type over 40 WPM
Proficient in Microsoft products
1+ year(s) experience working with a CRM system
Goals and metrics driven
An amazing personality
What'll Make You Standout
Experience in Microsoft Dynamics
Experience in supporting cleaning services
2+ years experience in a client management role and managing their portfolio
2+ years in customer escalations
2+ years working in client retention
Up-sell experience is a plus
As a member of the OpenWorks team, you can expect to receive:
Comprehensive medical, dental, vision, disability, and life insurance
Retirement savings plan with company matching contributions
Paid time off (PTO) and paid holidays
Ability to increase compensation through up-sells, competitions, and spiffs.
Chance to win Annual President’s Club Trip and other contests
Daily interaction with a driven, competitive, passionate team, focused on growth
Chance to earn Annual President’s Club Trip
Up to 16 hours a year to donate your time to a cause that matters to you!
Why We're Different
OpenWorks is focused on consistently driving to improve, honoring commitments, and maintaining a collaborative spirit. Our team is driven to work together to accomplish great things in the workplace so they can enjoy a fulfilling lifestyle.We invite you to connect with us on Linkedin (https://www.linkedin.com/company/openworks) and Facebook (https://www.facebook.com/openworksaz/) !
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Equal Opportunity Statement
OpenWorks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.