Customer Success Specialist

Buxton is the global leader in retail customer analytics, and we aim to provide data-driven insights and shape the future of customer engagement across all channels. This role is based in Fort Worth, TX and follows a hybrid work model.

About the role

We are looking for a detail-oriented, self-starter to join the Buxton Customer Success team. The Customer Success Specialist confers with clients to identify problems, questions, and needs. A Customer Success Specialist’s role is to offer technical support for products, respond to client queries in a timely and accurate manner, help clients use specific product features, and identify the cause of any bugs or problems.

Customer Success Specialists make a real impact in the world of customer support. At Buxton, we offer an opportunity to join both the passion for helping clients succeed, with a dynamic role that combines technical expertise, problem-solving, and relationship-building.

Where you’ll work

This is a hybrid role with in-office requirements. Our office is located in Fort Worth, TX and the Customer Success team is on-site 3 days a week. During the onboarding period, there is an expectation for the newly hired individual to be on-site 5 days a week for training.

What you'll do

• The Customer Success Specialist is the expert on Buxton's SCOUT platform, guiding new customers through its intricacies and ensuring they start their journey with Buxton on a clearly defined path to success.
• Managing a flurry of chat conversations and inbound/outbound calls is the CSSs specialty. They excel in identifying customer needs, clarifying information, researching issues, and delivering solutions promptly and accurately.
• We don't just meet customer expectations; we exceed them. Building long-lasting relationships and engaging customers by providing that extra touch of care is at the heart of what we do.
• A CSS has impeccable attention to detail. Keeping comprehensive records of all interactions in our call center database is key to providing consistent and outstanding service.
• The tech world never stands still, and neither do we. The CSS team is responsible for ongoing customer training as new versions of the tools in our Platform hit the scene, and you'll help keep our Knowledge Base up to date.

Requirements

Basic qualifications

• Bachelor’s degree in business, sales, economics, real estate, statistics, math, or a similar field. Work experience can be considered in lieu of a degree.
• Experience using Microsoft Suite products, especially Excel.

Preferred qualifications

• 1+ year of customer support experience
• Familiarity with mapping software
• 2+ years of helpdesk experience
• Salesforce experience

Performance standards

• Performs at high capacity when faced with a challenge and thrives on critical thinking
• Solutions-focused to even the trickiest of problems
• Excellent written and verbal communication skills
• Ability to adapt to meet the diverse needs of our clients

Benefits

Benefits & Perks at Buxton

Buxton has been taking care of its employees and their loved ones for 30 years with a commitment to providing quality benefits programs that are comprehensive, flexible, and affordable. Giving employees the best in benefit plans is one way we can show that, as an employee, you are our most important asset.

• Benefits effective the first day of the month following hire date!
• Health benefits, company-paid long-term disability, voluntary short-term disability, company-paid Life and AD&D insurance, voluntary supplemental Life insurance (employee/spouse/child), and health and dependent care flexible spending accounts all effective the first day of the month following the month of hire.
• Free Virtual Medical Visits for employees and dependents enrolled in a medical plan.
• Quarterly enrollment 401(k) Savings and Investment Plan with 50% company match up to 6% of the employee contribution. 100% vested in only 3 years!
• Front-Loaded Paid Time Off (PTO):
• Calendar Year 1 = 1.5 days per month remaining in the calendar year (including month of hire)
• Calendar Years 2 & 3 = 18 days/year
• Calendar Year 4 = 21 days/year
• Calendar Year 5+ = 24 days/year
• 9 paid holidays
• Employee Assistance Program

Employment is contingent upon the successful completion of a background check, as we are dedicated to providing a safe and secure work environment