Customer Success Agent (remote)

THE COMPANY

smithREgroup is a Southern California based real estate brokerage and consulting firm providing real estate brokerage advisement consulting management and development services. From our Long Beach office we service LA Orange and San Diego county markets with full-service brokerage and consulting. Our Palm Springs office provides brokerage and consulting services and manages nearly 100 golf course-oriented resort properties as seasonal and vacation rentals. We also work with small to medium-sized companies in an advisory role for start-ups M & A restructuring and strategic planning. Our Corporate Team building division works with both large and small companies to develop leadership and team building events through sailing at venues in Long Beach San Diego and San Francisco.

smithREgroup is looking for a service-oriented Customer Success Agent to carry out the vision and strategy for the voice of the customer and deliver a meaningful and differentiated customer experience. As a Customer Success Agent you will be working with customers internal and external. You will also be responsible for helping to develop the direction of customer success executing excellent customer service to ensure a successful customer experience and developing best practices for customer engagement across all areas. The goal is to make sure that customer value is maintained to the standards set forth by SmithREgroups customer-focused culture.

Responsibilities:

Represent the voice of customer throughout the customer lifecycle to ensure consistent alignment based on customer research and feedback.

Grow a team of world-class customer representatives specific to our business.

Work closely with the Sales team to further develop the engagement process partner with engineering and carry out strategic goals collaboratively.

Work with cross-functional business teams to understand current challenges and goals. Partner with to help support and shape customer experience strategy.

Guide investment of customer service through the development of a multi-year growth strategy.

Navigate customer support tools measure KPIs create and manage necessary reporting.

Follow recommend and own communication procedures guidelines and policies. Develop and maintain the best version for smithREgroup.

Maintain records of customer interactions inquiries concerns and resolutions. Use the data to plan investments appropriately.

Develop distribute analyze and complete timely follow up to Voice of the Customer surveys in align with broader Voice of the Customer initiative.

Professionally handle complaints provide appropriate and timely follow up to ensure quality resolution and customer retention. Ensure appropriate resources are aligned to retention measurement and metrics.

Utilize excellent customer service skills and ensure successful customer experience. Develop these standards for internal messaging and external communication with customers partners and industry standards.

Promote the idea of customer service throughout the company. Be open to feedback and perceptions of alignment internally amongst all business units.

Qualifications:

Proven work experience in Customer Success

Strong presentation skills

Ability to build strong collaborative business relationships.

Proven experience assisting customers on phone live chat email and social media submissions.

Active listener with excellent communication skills.

Ability to create positive internal and external customer experiences.

Sound judgement and critical thinking.

Ability to effectively prioritize and execute tasks.

Familiarity with our industry is a plus.

Benefits:

The best possible health dental and vision care for you and your family

Life insurance

401(k) 6% employer match

10 days paid leave

Flexible work schedule

Dependent Care Account

Health Club Membership (up to $50 per month)

Accident and Critical Illness Insurance

College tuition for children of employees