Customer Success Specialist

Do you love building relationships, increasing customer happiness and implementing new solutions that help businesses grow?  If the answer is yes, you may be the ideal candidate for Appstar’s Customer Success Specialist. This role plays an integral role in communicating changes to products and services, improving customer’s current solutions and offering new solutions.  The ideal candidate for this role is outgoing, detail oriented and a fantastic problem solver.  They understand that to each customer every minute is critical and work with a sense of urgency and ownership.

The Customer Success Specialist participates in the new client onboarding process and identifies upsell opportunities, increasing loyalty and retention. This personable outgoing communicator acts as a liaison between our customers and our organization and is a dual advocate for both our team and our customers.  The Customer Success Specialist is a solution-oriented individual with a white glove approach.  They play a key role in our long-term retention and growth strategies.

What you do:

• Build rapport with customers, assisting in their onboarding, training and POS solution implementation.
• Provide proactive outreach to customers to welcome them provide product updates, changes or new services and improvements.
• Respond to incoming calls and emails from merchants and consultants as needed.
• Facilitate outbound calls to obtain documentation, coordinate and conduct trainings.
• Provide a white glove approach to all internal and external customer interactions.
• Process and Submit Customer Applications ensuring all applications are addressed in a timely manner and minimal rejections.
• Quality control and review all new customer applications for pricing and compliance.
• Respond to incoming calls and emails from merchants and consultants.
• Facilitate new Outside Sales Representative trainings by scheduling webinars and sending email reminders.
• Collaborate with the Recruiting department to place and renew ads, assess territories, assist with onboarding and generate payments.
• Manage our Platinum Program, receipt of email requests and fulfillment of orders.
• Provide back up support to other operations team members as needed.

The skills you bring to Appstar:

• A solution-oriented attitude, with a great sense of urgency and a naturally curious problem solver
• Excellent interpersonal skills, both verbal and written
• Attention to detail when reading case notes, reviewing documents and submitting files, or solving client challenges
• An inquisitive nature, always researching and learning about new industry products, services and competitors
• Top notch communication skills when gathering and disseminating information to or from customers, sales agents, or team members
• Strong passion for serving customers, particularly via outbound communication
• Detail oriented, love closing loops and ensuring tasks are completed accurately and timely

Your Knowledge & Experience:

• Bachelor’s degree with emphasis on communication, marketing, or business preferred
• 2-5 years previous Sales, Customer Service, or Account Management experience referred

What we offer:

• Competitive Salary (Hourly $25)
• Full Benefits, Medical, Dental, Vision, 401K and vacation time
• Extensive paid training and on-going support
• Advancement opportunities – We promote from within!
• Culture of respect, inclusivity, and growth

Appstar is an Equal Opportunity Employer (EOE) and takes great pride in building a diverse work environment. Qualified applicants are considered for employment without regard to age, race, religion, gender, national origin, sexual orientation, disability or veteran status.