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.

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. Our IdentityIQ® and MyScoreIQ® brands feature credit report and identity theft monitoring, and our Resident-Link® brand focuses on positive rent-payment reporting to the credit bureaus.   

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 (CSS)  is responsible for creating additional value for IDIQ members. The process will entail welcoming new members to IDIQ, highlighting the benefit of the services they’ll receive, along with understanding their needs, goals, and reason(s) for signing up with IDIQ. The three primary goals will be to help:

1. Improve member retention,
2. Educate members on the services available to them through IDIQ and encourage them, as applicable to expand their service level, and
3. Align the member with credit and debt related services that are available to help them based on their needs and goals.

 The CSS will work closely with management and their supervisor(s) to identify best practices based on achieving successful results that are scalable and repeatable. They will be an integral part of the process to identify trends amongst members, additional service needs, service improvement opportunities, and communicate their findings to management. Each CSS’ responsibilities will include but not be limited to the following:
 

• Handle outbound Welcome Calls to select IDIQ members.
• Assist IDIQ members with trouble shooting links, website, etc.
• Understand and effectively utilize IDIQ’s member platforms
• Become proficient in all products and services offered through IDIQ and its partners
• Transfer members to internal departments and warm transfer to external partners for specific solutions based on their needs and goals.
• Collaborate with the leadership team to continuously improve the Welcome Calls process.
• Update Pyxis Partner Portal with all member communication efforts, results, changes, and updates.
• Follows company policy, procedure, and quality assurance standards.
• Follows an escalation protocol of team assist, team lead assist, and last, management assist.
• Performs other job-related duties and responsibilities as may be assigned from time to time.

Qualifications

• 2-3 years of experience in Inbound or Outbound Consumer Customer Service, Call Center Customer Service, Debt Collections, Customer Success and Retention, and online consultative sales.
• 1-2 years of Customer and Solutions focused Sales Experience
• Exceptional communication skills
• A passion for great user experience and exceeding member needs
• Strong analytical skills to make fact-based decisions and to document the evidence that led to those decisions
• Excellent time management skills
• Ability to function and collaborate in a team environment
• Ability to prioritize tasks and needs of the company independently.     
• Ability to gather information through questioning and arrive at a tailor-fit solution for the member
• Candidates must have intermediate skills using a computer in Microsoft Windows 10 environment where they are able to navigate the internet with browsers such as Firefox or Google Chrome
• An above average ability to use Microsoft Office products. Specifically, PowerPoint, Word, Excel, and Outlook
•  Aptitude to learn new things quickly
• The best candidate for this position will enjoy being very busy, have an excellent ability to effectively communicate by listening and speaking with members, and collaborating across departments within the business. The best characteristics include being patient, understanding, service oriented, and having an overall friendly attitude.
• Has exhibited the quality of being reliable