Client Success Representative
Data Research Group Data Research Group Culpeper, VA Culpeper, VA Full-time Full-time Estimated:
$42.
3K - $53.
5K a year Estimated:
$42.
3K - $53.
5K a year About the job Client Success Representative at Data Research Group (DRG) About DRG:
We are Data Research Group, the essential toolkit for cost-effective business data management.
At DRG, we specialize in data management solutions for Organizations of the Building Trade and Industry at every level -- and it's all in one place.
From contracts to communications, our comprehensive index of online solutions deliver everything needed for better flexibility and functionality.
Our platform is designed to make businesses more productive, more competitive, and more affordable to run.
About the Role:
The Client Success Representative is central in driving the success of customer relationships at DRG.
This full-time position plays a critical role and is responsible for assisting DRG's clients on a professional level.
Under the direction of the Director of Operations, this role partners with the team to understand and execute the organization's strategy, particularly as it relates to current and future client interactions.
The Client Success Representative carries out responsibilities in phone support, client onboarding, documentation, system training, and in the help desk ticketing system.
Essential Duties/Responsibilities Duties include, but not limited to:
Answer and screen phone calls in a professional manner, and route calls as necessary Answering support tickets, using effective written communication skills to collect and achieve an understanding of the client's request and direct them on how to best leverage the system functionality.
Answering support calls to assist clients with day-to-day questions Triaging and documenting bug reports and escalating to the technical team.
Assist with, and sometimes lead, client training calls on system best practices, how to functionally use the system, how to manage data Assist with onboarding clients into our system to ensure that they are meeting their goals and comfortable rolling out new processes to their customers Create documentation and call notes for client calls Create queries, Excel reports, and PDF/Designer reports Testing new features prior to their release to ensure that they function as planned Maintain effective working relationships with the team and clients Prepare and gather content for meetings as applicable Assist with DRG all hands duties Skills and
Qualifications:
1-3 years of customer support experience required Highly organized, systematic, and detail-oriented Ability to act with integrity, professionalism, and confidentiality Self-motivated and able to complete tasks accurately and timely with minimal supervision Comfortable job-shifting and handling multiple requests from different individuals and departments Prolonged periods of sitting at a desk and working on a computer Ability to interface well with the team and clients Strong verbal and written communication skills Proficiency in Google Suite products, especially Google Calendar Experience using business email services, such as Gmail Ability to troubleshoot, identify, and document bug reports/errors High level of comfort learning new software tools and databases Previous experience with, or an ability to learn common business applications such as modern phone systems, screenshot software, and instant messaging.
Must be willing to travel if required Position reports to:
Director of Operations This is a full-time role.
Remote work may be available after initiation.
Typical hours are 9:
00 a.
m.
- 5:
00 p.
m.
Monday - Friday with occasional evening and weekend hours to support clients or work onboarding events.
Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Health insurance Health savings account Paid time off Parental leave Experience level:
1 year Schedule:
Monday to Friday Travel requirement:
Travel
Experience:
Customer service:
1 year (Required) Work Location:
Hybrid remote in Culpeper, VA 22701.
Estimated Salary: $20 to $28 per hour based on qualifications.
$42.
3K - $53.
5K a year Estimated:
$42.
3K - $53.
5K a year About the job Client Success Representative at Data Research Group (DRG) About DRG:
We are Data Research Group, the essential toolkit for cost-effective business data management.
At DRG, we specialize in data management solutions for Organizations of the Building Trade and Industry at every level -- and it's all in one place.
From contracts to communications, our comprehensive index of online solutions deliver everything needed for better flexibility and functionality.
Our platform is designed to make businesses more productive, more competitive, and more affordable to run.
About the Role:
The Client Success Representative is central in driving the success of customer relationships at DRG.
This full-time position plays a critical role and is responsible for assisting DRG's clients on a professional level.
Under the direction of the Director of Operations, this role partners with the team to understand and execute the organization's strategy, particularly as it relates to current and future client interactions.
The Client Success Representative carries out responsibilities in phone support, client onboarding, documentation, system training, and in the help desk ticketing system.
Essential Duties/Responsibilities Duties include, but not limited to:
Answer and screen phone calls in a professional manner, and route calls as necessary Answering support tickets, using effective written communication skills to collect and achieve an understanding of the client's request and direct them on how to best leverage the system functionality.
Answering support calls to assist clients with day-to-day questions Triaging and documenting bug reports and escalating to the technical team.
Assist with, and sometimes lead, client training calls on system best practices, how to functionally use the system, how to manage data Assist with onboarding clients into our system to ensure that they are meeting their goals and comfortable rolling out new processes to their customers Create documentation and call notes for client calls Create queries, Excel reports, and PDF/Designer reports Testing new features prior to their release to ensure that they function as planned Maintain effective working relationships with the team and clients Prepare and gather content for meetings as applicable Assist with DRG all hands duties Skills and
Qualifications:
1-3 years of customer support experience required Highly organized, systematic, and detail-oriented Ability to act with integrity, professionalism, and confidentiality Self-motivated and able to complete tasks accurately and timely with minimal supervision Comfortable job-shifting and handling multiple requests from different individuals and departments Prolonged periods of sitting at a desk and working on a computer Ability to interface well with the team and clients Strong verbal and written communication skills Proficiency in Google Suite products, especially Google Calendar Experience using business email services, such as Gmail Ability to troubleshoot, identify, and document bug reports/errors High level of comfort learning new software tools and databases Previous experience with, or an ability to learn common business applications such as modern phone systems, screenshot software, and instant messaging.
Must be willing to travel if required Position reports to:
Director of Operations This is a full-time role.
Remote work may be available after initiation.
Typical hours are 9:
00 a.
m.
- 5:
00 p.
m.
Monday - Friday with occasional evening and weekend hours to support clients or work onboarding events.
Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Health insurance Health savings account Paid time off Parental leave Experience level:
1 year Schedule:
Monday to Friday Travel requirement:
Travel
Experience:
Customer service:
1 year (Required) Work Location:
Hybrid remote in Culpeper, VA 22701.
Estimated Salary: $20 to $28 per hour based on qualifications.
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