Customer Relationship Specialist

The Customer Relationship Specialist is a vital role that involves establishing and maintaining effective customer relationships, ensuring customer satisfaction, and driving business growth. This individual will liaise with customers, internal departments, and sales teams to provide timely value propositions, foster strong relationships, and identify opportunities for upselling and cross-selling.

• Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. Ensure that all customer interactions are handled efficiently and effectively.
• Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management.
• Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic.
• Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). Keep relevant case information updated within Salesforce to facilitate accurate reporting.
• Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization's overall revenue generation and growth. Foster strong relationships to enhance sales opportunities.
• Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. Ensure customer satisfaction and loyalty through effective engagement strategies.
• Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements.
• Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. Leverage these relationships to support business objectives.
• Product Expansion Proposals - Propose additional products and services to expand the organization's footprint within existing accounts. Identify opportunities for upselling and cross-selling.

• Minimum of 2 years of call center or related experience preferred.
• Familiarity with productivity software, CRM systems, and other call center technologies preferred. Salesforce CRM experience is a plus.
• Proven experience in case management or customer service roles.
• Proficiency in Salesforce or similar CRM platforms.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent problem-solving skills and attention to detail.
• Experience in sales support or account management is a plus.
• Ability to build and maintain relationships with key stakeholders.
• Strong analytical skills to assess customer needs and recommend solutions.
• Ability to work collaboratively within a team environment.
• Flexibility to adapt to changing priorities and business needs.
• Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.

• High proficiency in standard MS Office applications (Outlook, Word, Excel & PowerPoint).
• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router.
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.