Customer Experience Specialist

Yesweare Boston , MA 02298

Posted 2 months ago

Yesware is seeking a Customer Experience Specialist to join the team. You will be the face and voice of Yesware, guaranteeing our customers see success with our product. Yesware is an integral part of the day-to-day responsibilities of the salespeople that use our tool, so ensuring that they have the know-how necessary to succeed is your top priority. Customer Experience Specialists are passionate about problem-solving and are able to learn everything there is to know about Yesware, ranging from how our customers use the service to all the fine details of how the product actually works.

As a Customer Experience Specialist you will:

  • Become an expert on every capability Yesware has to offer, understanding how customers use these capabilities to solve real-world problems.

  • Effectively troubleshoot support issues emailed in by Yesware customers through to completion.

  • Answer inbound support phone calls from Yesware customers as well as prospective Yesware customers.

  • Maintain Yesware's customer-facing and internal product documentation to guarantee accuracy and effectiveness.

  • When necessary, appropriately route inbound requests to members of our Customer Success and Sales teams.

  • Bring customer feedback to a responsive product team to keep our users happy and confident (and become a hero in the process).

  • 1-3 years of experience in a position that required directly supporting customers, preferably in a high-tech or SaaS environment.

  • You have strong phone skills and experience with Zendesk (preferred, but not required).

  • A commitment to serving clients and a proven track record of being able to keep customers happy.

  • You're great at explaining, teaching, and evangelizing.

  • You get energized by helping people and can proactively help customers find additional value in Yesware.

  • You're computer savvy, enjoy using well-designed software, and hate it when products don't work as they should.

  • You display initiative, show interest in taking additional responsibility and are committed to delivering exceptional service and customer experience.

  • You are self-motivated and thrive on independence.

  • You want to be part of and help build a great team.

  • You have familiarity with Google Apps, Microsoft Outlook, and

The Yesware Customer Success Team is a group of dedicated, hardworking, and team-oriented Customer Success professionals, who are committed to our motto of helping create value with every exchange. We love getting to know our customers business needs and partnering with them to help increase their teams productivity with the Yesware product suite.

The Customer Success Organization consists of Customer Experience Specialists who manage day-to-day support requests, Customer Success Managers who manage assuring SMB and Mid-Market accounts are thriving with Yesware, and Strategic Account Managers who manage Yeswares largest and most strategic accounts. Successful Customer Experience Specialists have the opportunity to move into various roles, with common choices being moving into a Customer Success Manager role or moving into a Senior Customer Experience Specialist or management position.

About the company:

Yesware is a team of smart, ambitious, kind people working together to empower each other and our customers. We build, market, and sell a one-of-a-kind sales platform that helps salespeople sell smarter, right from their inbox.

We are proud to be venture-backed by investors including the Foundry Group, Battery Ventures, and Google Ventures. Our customers range from young startups of all sizes, to some of the biggest names in business, like Yelp, Acquia, Groupon, Zendesk, and many more. We live out our core values every single day in a mission to serve our customers and to make Yesware the best place we've ever worked.

Yesware is committed to developing a culture that embraces diversity and fosters inclusivity. We do this because it makes us stronger as individuals, as a business and it is simply the right thing to do. We know that diversity comes in many forms, so we welcome employees from all walks of life to bring their differing experiences and perspectives to Yesware. Together, we can build an environment where every member of our team can bring their authentic self to work, be heard, and work toward achieving their professional potential.

Read more about us at

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Experience Specialist


Posted 5 months ago

VIEW JOBS 9/10/2021 12:00:00 AM 2021-12-09T00:00 Customer Experience Specialist - ( 2112753 ) Description Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose - to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world's leading learning company. Learn more at Pearson's Clinical Assessment group offers internationally recognized products and services to meet our varied customers' needs. We concentrate on merging innovation with quality test design to develop increasingly more effective tools for children and adults, educators and clinicians. Our customers are found in a variety of settings, including schools (preschool, K-12, university) and clinical settings (private practice, hospital/medical, corrections, clinics). We have a comprehensive portfolio of research-based instruments assessments for psychologists, speech language pathologists, occupational therapists, and related professionals that are valid, reliable and represent the highest technical quality in assessments today. These products include our gold-standard assessment contributions in cognitive/ability, memory, neuropsychology, behavior, personality/psychopathology, achievement and speech/language. Noted brands include the Wechsler and Kaufman families of products, MMPI, BASC, OLSAT, CELF, and PLS. Our large-scale assessments help state, district and school leaders make informed decisions and help learners reach their potential. At Pearson, we partner with schools and educational professionals at every level to help enhance instruction and improve learning outcomes. This is a Full time remote position Working schedule is M-F shift would fall between hours of operation 7am-6pm The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $20.67. This position is eligible to participate in an annual incentive program. Benefits available to eligible employees can be seen at: Qualifications Pearson Clinical Customer Experience Specialist is the face of our Clinical Assessments Organization and will be responsible and accountable for ensuring ownership of excellent customer experience at every interaction throughout the organization. The vision of the Pearson Clinical Assessments Customer Specialist is to create strategic alignment to customer expectation, customer experience, outcomes, and goals by creating a hassle-free experience that supports customer retention, satisfaction, and growth that is mutually beneficial. Clinical Customer Experience Specialist support and assist psychologists, private clinicians, department heads, school administrators, principals, secretaries, and Pearson internal employees. This position requires the Clinical Customer Experience Specialist become well versed in all products and systems, beyond basic features and benefits, as they work closely with customers to determine optimal solutions to meet the needs of teachers, administrators and most importantly, the students. This account manager will work in our customer experience department and will work out of our corporate office. Candidate must be self-directed and focused on the achievement of customer experience and revenue goals. Duties: * Ability to manage diverse efforts (point of sale order entry, up-selling, order inquiries, credit and billing, account management, supporting product queries, supporting technical issues, providing customer quotes) * Ability to manage high volume inbound queue with some outbound expectations (customer follow up, order close out, etc.,) * Respond to answer and solve incoming inquires via phone, email, and cases * Accurately and efficiently resolve customer queries, gather information, and document all interactions appropriately within our customer relationship management tool * Facilitate customer retention and customer resolution efforts as needed Requirements: * Future Customer Experience candidates must possess a customer-focused mindset, be entrepreneurial spirited, showcase an ability to impact and enact the Pearson vision, drive accountable and change with momentum. * Collaborate with Team Members including Field Sales, Marketing, Product Management, Tech Support, etc., * Desire to the be the face of the Pearson Brand * Ability to display highly developed customer service soft skills including empathy and relationship building skills * Ability to work with a high degree of autonomy and able to direct work flow* * Exceptional verbal and written communication skills; must be able to resolve customer issues via phone and/or email * Excellent listening skills are required for success * Excellent troubleshooting/researching skills; ability to solve practical problems * Strong computer proficiency and navigational skills; ability to quickly move between systems while speaking to a customer * Knowledgeable and proficient with Internet usage and terminology; working knowledge of current and older versions of Windows, MAC as well as working knowledge of current and older versions of iOS mobile devices * Must be able to exercise good independent judgment * Ability to make decisions and troubleshoot on your own, using various resources available is required * Attention to detail and accuracy is a must * Strong time management and multitasking skills is required * Ability to work through stressful situations effectively, handle a high volume of work in a short period of time, and handle multiple priorities simultaneously * Ability to understand the end to end order management process which includes basic understanding of billing/credits, warehouse, manufacturing, and transportation functions * Ability to read and interpret a variety of documents, instructions, procedure manuals, sales catalogs, etc. furnished in oral, written or web based * Excellent customer follow-up skills required. * Solid math skills including ability to add, subtract, multiply, divide, and apply basic business math functions. * Ability to accurately, and efficiently document customer interactions within our Customer Relationship Management software. * Salesforce CRM and/or Oracle experience is strongly preferred OTHER REQUIREMENTS * Ability to work in a remote environment with a high degree autonomy and adherence to defined shift * Physical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motions * Ability to work overtime as needed * Ability to work well under pressure with heavy phone volume * Reliable attendance and punctuality is critical to successful performance * Meet defined customer experience targets and support business revenue targets * Ability to recommend, position, upsell and cross-sell complimentary solutions and services * Consistently meet role-specific Key Performance Indicators (KPIs) * Formal education or equivalent:Degree in Psychology, Speech, Education, Education related field, or an allied field, required or equivalent experience * Education and Clinical Assessments Industry experience a plus * 3-5 years experience as teacher/ educator, customer retention, customer escalation, order management experience preferred. * Experience with Oracle and Salesforce is a plus * Comply with corporate and departmental policies, specifically as they relate to attendance, schedule adherence, conduct, and data security (HIPAA, PCI, PII, etc.) The anticipated starting hourly wage for Colorado-based individuals expressing interest in this position is $20.67. This position is eligible to participate in an annual incentive program. Benefits available to eligible employees can be seen at: Primary Location : US-RE-Remote Work Locations : US-Remote Remote Job : Customer Service Organization : Assessments Clinical Employee Status : Regular Employee Job Type : Standard Job Level : Individual Contributor Shift : Day Job Travel : No Job Posting : Sep 7, 2021 Job Unposting : Ongoing Schedule: : Full-time Regular Req ID: 2112753 Pearson Boston MA

Customer Experience Specialist