Customer Success Specialist

Position Summary

J. J. is hiring a Customer Success Specialist to join our Consulting Services team! J. J. Keller was founded over 70 years ago and we serve 500,000+ companies with solutions and expert insights to help create safe work environments and simplify the complexities of compliance. 

As a Customer Success Specialist, you will act as a point of contact for our clients for routine support issues, be responsible for sourcing hotels for client training events and offer administrative support to the Consulting team. 

J. J. Keller offers many great benefits!

• Annual Reviews, Merit Increases & Quarterly Bonus Program Paid Out When Company Goals are Met!
• Medical / Dental / Vision Insurance
• Tuition Reimbursement, eligible your FIRST DAY
• 401(k) with Employer Match + Company-Funded Annual Profit Sharing
• 17 Days Paid Time Off (PTO) + 8 Paid Company Holidays + 1 Paid Floating Holiday

There are so many things to love about our home office in Neenah, WI:

• Jean-friendly environment, every day of the week!
• Café that offers breakfast, lunch and multiple a la carte items
• Free Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates
• Free access to our onsite Fitness Center + additional 24/7 access to FLEX by Fitness on Demand to enjoy workouts at home. 
• Near 1-mile long walking trail that wraps around the campus 
• Multiple collaboration stations 

Job Responsibilities

• Establishes and maintains relationships with assigned clients and manages client relationship.  Serves as the primary interface between J. J. Keller and the client, to inlcude such tasks as:
  • Frequently contacting assigned accounts to build/enhance relationships and clients’  understanding of the service.
  • Successfully transitioning clients to subscription services, ensuring that they understand the service and roles/responsibilities.
  • Providing assistance with billing issues, ordering training content/supplies, etc. 
• Conducts quarterly follow-ups with subscription clients and engages Driver Training Managers and Driver Trainers as warranted.
• Independently analyzes and resolves support issues in line with knowledge level.  Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
• Documents all calls (phone and emails) including contacts, suggestions and resolution to issues.
• Identifies service enhancements based on customer feedback for continuous improvement of the solution and provides feedback to key stakeholders.
• Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
• Proactively identifies at-risk clients and develops strategies to improve satisfaction and retain the client.
• Regularly collaborates with Sales and Sales Leadership to provide visibility to client issues and promote future business.

Qualifications

Experience:

• 2+ years of customer service experience, preferably in a high-volume, service environment.

Education:

• High School Graduate or General Education Degree (GED.

Other Skills/Qualifications:

• Must be proficient in the use of a PC and MS Office Suite.
• Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
• Effective time management to balance needs of escalated clients, while engaging with entire account base.
• Commitment to providing outstanding client service.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required, depending on assignment.