Customer Success Specialist

Role overview Customer Success Specialist role focused on driving positive outcomes for customers across phone, email, and live chat channels. The position partners closely with sales professionals to deliver a polished end-to-end experience, from intake through ongoing account support, and serves as a customer advocate within the organization.

Responsibilities - Manage inbound and outbound customer interactions across phone, email, and live chat, providing consistent and professional support regardless of channel. - Prepare sale intake documentation, set up new accounts, and place orders in collaboration with sales team members. - Own the full lifecycle of account interactions, handling general inquiries, account creation, pricing questions, product orders and returns, billing, and payment matters. - Identify opportunities for upselling and cross-selling as part of thoughtful, personalized customer responses. - Meet individual and team performance goals while contributing to a collaborative contact center environment.

Requirements - Associate's or Bachelor's degree, or equivalent work experience. - At least five years of experience in a call center or inside sales role. - Demonstrated ability to take initiative and work independently when needed. - Strong oral, written, and interpersonal communication skills. - Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, SharePoint, and OneNote.

Nice to have - Working knowledge of customer service principles and best practices. - Comfort with telephony systems and related technology tools. - Ability to thrive in a fast-paced, high-volume contact center setting.

Benefits and work setup - Hybrid schedule available in Nashville, TN; remote work permitted from other locations, with Central and Mountain time zones preferred and Eastern time zone considered. - Shift options of 8:00am-4:30pm EST or 8:30am-5:00pm PST. - Hourly pay of $26.50 plus an annual performance bonus. - 12 days of paid time off, holidays, and parental leave. - Healthcare benefits, HSA match, 401k match, employer-paid life and disability insurance, pet insurance, and wellness discounts.