Easter Seals Jobs

Description We are seeking a Customer Service Representative for our non-profit organization located in Turners Falls, Massachusetts. The primary role will be to work on the operational and technical aspects of customer success. The role offers a short-term contract employment opportunity and does not require any specific duration of commitment.

Responsibilities:

• Collect, analyze, and interpret customer data to provide actionable recommendations to the Customer Success team.

• Identify trends, measure success, and drive customer satisfaction, retention, and growth.

• Conduct root cause analysis to understand and address customer issues.

• Develop key performance indicators (KPIs) to track customer success and satisfaction.

• Generate regular reports and dashboards to share insights with stakeholders.

• Segment customers based on various criteria to tailor engagement strategies and support initiatives.

• Utilize predictive analytics models to forecast customer behavior and identify potential risks and opportunities.

• Analyze customer feedback and survey responses to gain insights into satisfaction levels and areas for improvement.

• Assess product adoption rates and identify opportunities to improve user onboarding and feature utilization.

• Collaborate closely with various teams to share insights and influence strategies for enhancing customer success.

• Implement and maintain data automation processes and tools for efficient data collection and reporting.

• Stay updated on industry trends and best practices in customer success analytics to continuously improve our approach. Requirements • Applicant must have proven experience in a customer service role within a non-profit organization.

• Proficiency in data entry and computer data entry is essential.

• Expertise in Microsoft Office Suite, particularly Microsoft Word and Microsoft Excel, is required.

• Strong communication and interpersonal skills are necessary for dealing with diverse clientele.

• Problem-solving abilities and resilience to handle challenging customer situations are important.

• A customer-oriented approach is necessary for this role.

• The ability to work as part of a team and collaborate effectively with colleagues is essential.

• Good organizational and multitasking abilities are required.

• Applicants should have a high level of patience and emotional resilience to deal with difficult customer situations.

• Knowledge of CRM systems and practices would be beneficial.

• Ability to work in a fast-paced environment and adapt to changing circumstances is important.

• High school diploma or equivalent educational qualification is required; further qualifications in a customer support role will be considered a plus.

• Applicant should be willing to participate in continuous learning and training opportunities.

• Good typing speed and accuracy are necessary for this role.

• The ability to handle confidential information responsibly is required.

• Must have the ability to work flexible hours, as required.

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