Customer Success Specialist

SMC Software Inc

Description

Are you hoping to become part of a growing company that provides opportunities for career advancement? Do you love interacting with businesses and contributing to their success?

As a Customer Success Specialist with RefundPros you’ll be supporting awesome businesses across North America to ensure they get the best value from our service and a truly great customer experience.

You’ll work onsite within our Sales team and also work closely with our Operations, Development and management teams.

Have you ever considered a career in sales? This position also provides an opportunity to explore your aptitude for sales and to progress into a sales position.

About RefundPros

RefundPros is a software-based service that recovers the refunds owed to e-commerce businesses from national shipping carriers and Amazon. Businesses receive thousands of dollars directly from Amazon and/or their carriers and the only cost to them is a commission on the money they get back.

RefundPros are the go to trusted provider of both carrier and Amazon auditing for businesses of all sizes across North America. (www.refundpros.com)

Your Responsibilities

  • Provide an exceptional level of customer service via video calls, telephone and email
  • Build long term customer relationships and brand loyalty through ongoing account management
  • Maintain detailed knowledge of our services and educate our customers to ensure they are achieving their goals in using RefundPros services
  • Problem solve to resolve customer questions and issues
  • Ensure every customer feels special and receives an excellent user experience
  • Ensure new and existing customers are making full use of every service as it applies to them
  • Work closely with the Sales and Operations teams to assist onboarding customers
  • Grow RefundPros referrals and reviews from existing customers
  • Maintain accurate, timely and detailed records in CRM
  • Manage email campaigns
  • Track and interpret data

Job Requirements

  • Min 12 months customer service experience
  • Motivated, independent, goal oriented
  • Able to organize your work and work independently
  • Excellent written and verbal communication and interpersonal skills
  • Strong attention to detail and technical aptitude
  • A passion for building relationships and meeting customer needs
  • Technical and analytical skills to track and interpret data
  • Experience with logistics, shipping carriers and or ecommerce marketplaces is an advantage
  • Strong computer skills, experience with Microsoft and GSuite tools (CRM’s an advantage)
  • Experience with video calls; screen sharing an advantage

We Offer

  • Good work life balance: 37.5 hours ; Flexible Monday to Friday schedule – no evenings or weekends and 2pm finish Fridays!
  • 13 days vacation to start
  • Starting salary $17-$25 per hour
  • 5 paid sick days
  • Excellent opportunities for career growth and advancement (eg. progression into sales for suitable candidates)
  • Rewarding and fulfilling work with great customers that appreciate what you do for them
  • A friendly and supportive work culture – we embrace diversity, equity and inclusion
  • Awesome office: kitchen, chill space, dog-friendly and free onsite parking
  • Located in the heart of Kelowna’s Cultural District across from Queensway (5 mins walk from Stuart Park and the marina)
  • Realistic opportunities for future hybrid or remote working

How to Apply

If you feel you would be a great fit and would love to work with us please send a cover letter and resume to vanessa@refundpros.ca