Customer Success Specialist

Company Description

IDIQ is an award-winning company looking for talented individuals to join the team. We are passionate about fostering your unique skills, supporting your career goals and creating an exceptional work environment while providing outstanding solutions that our members trust.

IDIQ® is recognized as one of the fastest-growing industry leaders in identity theft protection and credit report monitoring. The IDIQ flagship brand is IdentityIQ®, offering real-time fraud alerts and credit report information to not only protect but also educate consumers. Popular IDIQ brands also include MyScoreIQ® for financial health and protection; Credit & Debt®, a credit and debt education-based membership platform; and IDIQ® Pre-Paid Legal Services℠, a leading provider of voluntary employee benefits.  As one of the fastest growing companies in the United States with consecutive spots on the prestigious Inc. 5000 list, we provide award-winning services and a positive work environment.  

We offer generous benefits such as paid vacation time, paid volunteer leave, health insurance, employer-match 401(K) contributions, continuing training opportunities and more. We also provide our staff with unending free coffee, relaxation rooms, game rooms and company events.

We value innovative thinking, excellent communication skills, on-your-feet problem-solving and a penchant for team collaboration. In this role, you are an integral part of our company’s success, helping create innovative solutions that serve our members’ needs.

If you are looking to join a growing company and work among talented peers, we encourage you to apply today!

Job Description

The Customer Success Specialist I (CSS I) is responsible for providing world-class services that will set IDIQ apart from our competitors.  This position reports to the Customer Success Operations Manager. Team members in this position may be assigned to provide support and/or account management and/or engagement motivation and/or onboarding to new and existing or past IDIQ business partners. The position requires a strong balance between assuring business partners are satisfied while maintaining established departmental policies, procedures, and meeting or exceeding personal “key performance indicators” (goals). 

Key responsibilities include, but are not limited to, the following:

• Focuses on satisfaction and relationship building while maintaining established policies, procedures, and key performance indicators.
• Must be a product knowledge expert within their assigned areas of duty.  
• Provides world class support services to IDIQ business partners through all authorized company communication channels.
• Provides account management services as designed by the department to engage and retain new and existing business partners to use IDIQ brand services.
• Manages and delivers onboarding services to new IDIQ business partners.
• Responsible for engaging with business partners to find ways to help them improve their IDIQ profitability while also seeking opportunities that will maintain and increase revenue from each business partner for IDIQ.
• Places extreme focus on business partner satisfaction while maintaining established policies and procedures.  
• Maintains required training certifications for their assigned duties.  Accepts and collaborates with their manager on ways to improve their personal results.
• When applicable, reviews, analyzes, and acknowledges their personal quality assurance findings from their manager and/or from IDIQ quality assurance.  
• Able to handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Must follow all company policies and procedures regarding data privacy and protection and data loss prevention
• Regular and predictable attendance is required.
• Performs other job-related duties and responsibilities as may be assigned from time to time.

Qualifications

• 1-2+ years’ experience providing support and/or onboarding services to customers.
• Experience managing CRM systems and phone systems commonly used in a services center.
• A strong ability to listen, identify needs, and carry out tasks and solutions with little or no required supervision.
• Ability to foster close relationships with business partners.
• Proficiency in Microsoft Office programs (e.g., Excel, Word, Outlook, PowerPoint, etc.)  and other special applications associated with job duties.  

Preferred Knowledge and Skill:

• Strong telephonic and electronic communicat