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PetroChoice Customer Success Advocate in King of Prussia, Pennsylvania

SUMMARY:

The role of the Customer Success Advocate is to act as an advisor to our customers. In this role, you will responsible for helping a portfolio of customers achieve business outcomes and foster greater adoption. The Customer Success Advocate is responsible for bringing ServiceNow’s best practices, innovations, and capabilities to drive greater business value.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time. All work is to be completed with minimum supervision and in accordance with Company standards. Other duties may be assigned.

  • Manage relationships and support the needs of customers to promote retention and loyalty

  • Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

  • Review, revise, and training customer service staff on policies and procedures that will improve and standardize the customer experience

  • Analyze the customer journey to establish best practices

  • Travel to high-priority existing and prospective internal and customer locations as needed

  • Train and become product experts on PetroChoice proprietary brands

  • Schedule outbound calls to proactively engage customers and build relationships to ensure account retention.

  • Leverage tools and resources to retain and gain customers.

  • Participates in establishing, maintaining and achieving goals and objectives.

  • Implement marketing strategies developed by company.

  • Maintain computer files and submits appropriate paperwork to management including, but not limited to expense reports, mileage and call reports.

  • Serves as a dedicated inside support representative for agreed upon customers within the region.

  • Address inbound inquires for accounts related to product information, sales/billing information and delivery or other issues or refer as appropriate.

  • Assist with operational or delivery requests

Metrics:

The CSA is responsible to support the growth and profitability of the entire region. Compensation will be tied to the regional performance – including assigned accounts, non-assigned accounts, and buybacks.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving - Identifies and resolves problems in a timely manner; develops alternative solutions.

  • Interpersonal - Maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things.

  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills;

  • Written Communication - Writes clearly and informatively. Ability to write reports, business correspondence, and present information clearly and concisely.

  • Mathematics - Ability to work with mathematical concepts such as sales ratios, margins, return on investments, valuation, and depreciation.

  • Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition. Demonstrates excellent analytical skills.

  • Ethics - Treats people with respect; keeps commitments; inspires the trust of others; upholds organizational values.

  • Dependability - Takes responsibility for own actions; commits to long hours of work when necessary to reach goals.

  • Initiative - Takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

  • Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment.

  • Creativity. Able to deal with customer issues/situations that do not fit neatly into our standard business processes or procedures. Maintains a customer focused perspective.

  • Professionalism - Approaches others in a tactful manner; reacts well under pressure.

  • Multi-functional. Able to thrive in fast paced, multi-tasking environment.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor’s degree in General Business or Liberal Arts and/or at least 2 years of Customer Service and/or Sales Experience.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office Products (Word, Excel, Access, Outlook, PowerPoint), Crystal Reports, CRM, Relational Database Management, Internet.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and sit.

EOE

Job ID: 2021-2569

External Company URL: http://petrochoice.com/

Street: 640 Freedom Business Drive

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