Manage daily case & task loads effectively, ensuring that customers are progressing appropriately through the onboarding lifecycle to becoming a paying customer.
Take ownership of customer’s problems and seek to identify, respond and resolve issues before it becomes a conflict, ensuring a satisfactory solution for SiteMinder and the customer.
Establish and set customer expectations from the outset and deliver against the customer expectation, individual KPI’s and team SLA’s.
Demonstrate commitment to the team’s work, to ensure the team achieves its goals, objectives and SLA’s.
People who are successful on this role are...
Can provide chat, phone and email training and support, to our Customers and our Global Onboarding Specialist in a courteous and effective manner, identifying the appropriate training and setup requirements.
Identify and prepare customers for activation, supporting our Global team and ensuring Customers have completed relevant setup tasks.
Deliver a high standard of customer training via the telephone, chat, and Zoom and any other communication and any other avenues when necessary.
Clearly communicate SiteMinder’s support procedures to the customer to ensure the customers ongoing satisfaction with SiteMinder’s customer service.
A self-starter with the ability to multitask, manage his/her own time and work under pressure.
Experience working within an SLA and KPI driven environment.
Thrive in a fast-paced, agile and dynamic environment