Client Success Specialist I

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.  For more information, please visit solera.com.

The Role
 

 As an Client Success Specialist you represent the face of the company. You will build and maintain strong customer relationships with our customers while resolving customer issues. The Client Success Specialist must be able to plan and execute daily and weekly, required activities. You must also be adept at multi-tasking, working within a team and other departments that drive successful business outcomes for the customer and for Solera. In this role you must be comfortable using and/or learning new or other communication and automation tools. A great candidate does well with conflict resolution and can thrive in a fast-paced, change – heavy environment. The ideal candidate is goal and detail oriented, dedicated, hard-working, and maintains a positive attitude.

What You’ll Do

• Engage professionally with customer through multiple channels (inbound calls, outbound calls, email) 
• Responsible for understanding and managing a subset of customer accounts
• Responsible for Customer Retention by fostering customer relationships and driving customer loyalty. 
• Engage in active listening to promptly answer customer queries and concerns
• Work closely with the interdepartmental teams to compose joint success plans with customers outlining their objectives, timelines and effectively removing any barriers to achieving business value 
• Deeply understand the Omnitracs platform’s capabilities and explain them to businesses of all types – long haul transportation, last mite, ready-mix and more 
• Manage customer cases to completion as escalated by the customer or internal Omnitracs teams 
• Act as an escalation point for the Customer success front line of support 
• Take impeccable notes and stay organized through the CRM to manage all accounts. 
• Mitigate escalations and resolve customer issues.
• Guide callers through navigating the company site or using products and services 
• Be an advocate for the customer, go the extra mile 
• Interact with other departments to resolve customer related matters 
• Work the call queue during volume spikes 
• Continued Development- Learn Industry News, ELD Mandates, Issues Related to Transportation and Updates to Omnitracs Products and Services. 
• Ensure team goals, team KPIs, and deadlines are met 
• Perform other duties and responsibilities as assigned
• Place additional device orders and explore cross-selling opportunities.

What You’ll Bring

• Experience working in a Customer Success environment o 
• Familiar with DOT/FMCSA Regulations a plus 
• Solutions-oriented with strong problem- solving skills 
• Exceptional customer facing customer skills, the ability to quickly understand customer needs 
• Team-oriented and able to build and maintain strong inter-team and inter-departmental relationships 
• Excellent verbal and written English communication skills 
• Ability to adapt to and learn new applications and platforms 
• Ability to work independently with minimal direction 
• Ability to address and resolve customer issues independently 
• Ability to prioritize projects and escalate issues to the appropriate parties as necessary
• Excellent organization and time management skills 
• Intermediate to advance understanding of Salesforce, Genesys a plus 
• Willingness to learn and use coaching feedback to improve.

Qualifications

EDUCATION:  Bachelor’s degree or equivalent work experience and technical certifications

EXPERIENCE: One 1-2 year of experience in customer service, technical support, or administrative support preferred

It is impossible to list every requirement for, or responsibility of, any position.  Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

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