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Customer Solutions Specialist, Charlotte

posted October 14, 2019

POSITION SUMMARY:

The Customer Solutions Specialist will maintain existing business with current customers, grow business relationships, and assist in onboarding new customers.  This role will help customers to better understand the full potential of our products, and act as the liaison with internal resources. The successful candidate will be able to collaborate with internal stakeholders to provide value and improve the overall customer experience. The successful candidate will have a strong command of DCLI’s customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

POSITION RESPONSIBILITIES:

  • Interacting with customers over the phone, in person, and/or via email and social media
  • Answering customer calls regarding billing issues, service questions, and general client concerns
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
  • Update customer information in CRM during and after each call
  • Work with team to stay updated on product knowledge and informed of any changes in company policies
  • Building and maintaining relationships with clients and key personnel of customer accounts
  • Liaising with internal departments to ensure client needs are fulfilled effectively
  • Attending meetings with clients to build relationships with existing accounts
  • Escalating and resolving areas of concern as raised by clients
  • Perform other job-related duties as required

QUALIFICATIONS:

  • Bachelor’s degree
  • Three to five years of customer-facing experience in a B2B environment
  • Experience in the Transportation industry preferred
  • Excellent customer service and follow-up skills
  • Experience using CRM; Salesforce.com preferred
  • Strong analytical and detail-oriented aptitude
  • Adaptable and proactive
  • Superior problem-solving and decision-making skills
  • Excellent communication and organizational skills
  • Strong proficiency with Microsoft Office suite

Please submit your resume to careers@dcli.com.