Customer Success Representative

POSITION: Customer Success Representative

The Shade Store is seeking Customer Success Representative candidates to join our Client Services team at our headquarters location in Port Chester, NY. 

Ideal candidates have a strong customer service background with a proven ability to resolve complex customer issues with strong problem-solving abilities, while consistently offering empathetic assistance. They excel at collaborating across teams to provide timely solutions and demonstrate exceptional attention to detail. Proficiency in managing customer interactions, documentation, and follow-up is crucial for success in this role. Experience in luxury retail or hospitality operations is a plus.

RESPONSIBILITIES:

• Provide exceptional customer service by handling customer inquiries via phone, email, and text.
• Maintain a customer-centric approach, ensuring each customer feels valued and supported.
• Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner.
• De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience.
• Accurately document customer interactions and maintain detailed records for follow-up and reporting.
• Collaborate with cross-functional teams to resolve complex issues and provide timely solutions.
• Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines.
• Continuously improve product knowledge and stay up to date on company policies and procedures.
• Perform other duties as needed to support the customer service team and meet department goals.

WHAT WE ARE LOOKING FOR:

• A minimum of 2 years’ experience in a customer service role, with frequent customer interactions via phone and email. 
• Excellent oral and written communication skills.
• Strong customer-centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines.
• Collaborative team player with the ability to work cross-functionally to achieve team goals.
• Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel.
• Strong critical thinking, problem-solving, and resolution skills with a proactive, action-oriented approach.
• Ability to work various shift times and Saturdays depending on business needs.
• Experience in industries such as  hospitality, healthcare, or airlines is a plus.