Customer Success Representative - (HR31147DBE)

Job Title: Customer Success Representative
Location: Remote (PST Time Zones)
Salary Range: up to 2500 USD

Work Schedule: Monday to Friday, 8:00 AM to 4:00 PM (PST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community that connects global talent with US-based businesses. We provide opportunities for talented individuals from vibrant regions like Latin America, the Philippines, Africa, and beyond to work with leading American companies in various sectors, including marketing, tech, and real estate.

About the Company:

We represent a leading corporate refreshment service provider operating in San Francisco, Austin, and Denver. The company delivers coffee, beverages, snacks, and equipment to offices throughout the SF Bay Area and beyond. As a three-time Inc. 5000 company and one of the fastest-growing companies in the Bay Area, they are expanding rapidly and seeking highly motivated professionals to join their team.

This role is a crucial part of their mission to provide best-in-class customer service, retention, and account growth. You'll be responsible for ensuring clients have everything they need and delivering a seamless customer experience.

Position Overview:

As the first point of contact for many customer interactions, the Customer Service Representative (CSR) plays a vital role in delivering exceptional customer experiences. This role involves handling inbound and outbound calls, customer emails, and chats, ensuring service requests are booked accurately and efficiently into the ServiceTitan CRM.

The ideal candidate will have strong communication skills, attention to detail, and the ability to switch between tasks quickly in a fast-paced environment.

Key Responsibilities:

• Serve as the primary point of contact for client inquiries via email, Slack, and Hangouts.
• Manage customer retention and account growth, ensuring clients are satisfied with services.
• Collaborate with operations teams to implement service adjustments that align with client needs while optimizing revenue and margins.
• Execute proactive communication strategies, solving client concerns before they arise.
• Support general managers in different locations by assisting with client workload and service quality control.
• Utilize Google Suite, spreadsheets, and custom ERP systems to maintain accurate records and reports.

Qualifications:

• Fluent English skills (both written and verbal): Must be highly communicative and professional.
• Previous experience in customer success, account management, or inside sales.
• Strong organizational and multitasking abilities: Ability to handle multiple client requests efficiently.
• Excellent problem-solving skills: Able to resolve issues quickly and creatively.
• Proactive approach: Ability to anticipate client needs and enhance service offerings.
• Comfort with technology: Ability to learn and adapt to new software.

Preferred Skills:

• Experience with customer success tools such as CRM platforms or ERP systems.
• Data analysis skills using Google Sheets/Excel to track performance metrics and generate insights.
• Ability to wow clients with strong interpersonal and conflict-resolution skills.
• Experience handling client escalations and improving customer retention strategies.
• College degree preferred but not required.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.