Job Title: Customer Success Specialist
Position summary: The Customer Success Specialist is the first point of contact to certification applicants. Their role is to represent LegitScript with professionalism and knowledge and efficiently shepherd applicants through the certification process.
Engage in behaviors aligned with LegitScript's core values: Be Awesome, Be Open, Be Thoughtful, Be Invested
Respond to inquiries from the general public and from current and potential customers for specific business units (e.g., Certification, Products) with regards to scope, application status, cost of services, etc.
Explain the certification process end to end to set client expectations
Provide timely responses in writing or via telephone
Demonstrate tact, diplomacy, and accuracy in all interactions
In partnership with Customer Success teammates, create, update, and utilize Common Response documents and other SOP
May performs administrative and/or research tasks when requested
Utilize internal tools (Workbench and SalesForce, etc) to track and update client communication
Consult with internal Legal and Policy experts for irregular issues or escalations
Monitor billing and payment status, escalating internally when appropriate
This is a snap-shot of the responsibilities and not meant to be an exhaustive list. Other duties will be assigned.
Required skills and experience
Possess excellent communication skills across all media (e.g., verbal, written)
Proficiency in handling interactions with tact and diplomacy
Experience interacting with clients in a customer support role
Adept at basic internet research and data entry
Highly organized and efficient
Preferred skills and experience
Knowledgeable about, or experience in, a regulated industry (supplements, hemp/CBD, drug and alcohol addiction treatment, online pharmacies, etc.)
Have experience using Salesforce
LegitScript helps our clients keep their services legal and safe for consumers. Our analysts monitor high-risk online activity to empower businesses, governments, and consumers to make incremental changes that will result in a secure, more transparent internet.
Our spacious, modern Pearl District office has plenty of natural light, sit-to-stand desks, and a free barista! The dress code is casual and you can bring your dog or your bike to work. LegitScript is a growing, culturally diverse company where people work hard towards our mission and love what they do.
In addition to competitive salaries, full-time employees enjoy a great benefits package:
United Health Care medical plan with a $0 premium option for individual coverage.
Flexible spending account with employer contributions for commuting expenses (including downtown parking)
Voluntary Dental and Vision plans
401k with company match and immediate vesting
3.5 weeks of PTO in the first year of employment, 4 weeks in the second year, and 4.2 weeks in the third year.
9 paid holidays
Annual $200 wellness stipend after each year of employment
If you meet all of the requirements and would like to be considered, please respond to this ad with your resume and cover letter. For more information on us, please check out our website: legitscript.com.