Job Description

About the Company - L2R Consulting is seeking Customer Success Representatives (CSR) to oversee the customer experience from onboarding through ongoing support.

About the Role - Oversee the customer journey from onboarding to ongoing support. Act as a liaison between customers and internal teams, ensuring smooth communication. Address customer inquiries and resolve issues in a timely, professional manner. Monitor and track parts delivery necessary for completing service requests. Ensure products are processed and shipped on time to meet customer expectations. Track customer satisfaction and success metrics. Build and maintain strong client relationships. Handle customer complaints and provide appropriate solutions within time limits. Coordinate service requirements with other internal departments as needed. Properly schedule and track work completion based on parts delivery timelines.

Responsibilities -

• Oversee the customer journey from onboarding to ongoing support.
• Act as a liaison between customers and internal teams, ensuring smooth communication.
• Address customer inquiries and resolve issues in a timely, professional manner.
• Monitor and track parts delivery necessary for completing service requests.
• Ensure products are processed and shipped on time to meet customer expectations.
• Track customer satisfaction and success metrics.
• Build and maintain strong client relationships.
• Handle customer complaints and provide appropriate solutions within time limits.
• Coordinate service requirements with other internal departments as needed.
• Properly schedule and track work completion based on parts delivery timelines.

Qualifications -

• Education: Associate’s degree (or equivalent experience)
• Experience: Minimum 4 years in a customer service role

Required Skills -

• Communication: Excellent verbal and written customer service skills.
• Problem-Solving: Ability to assess issues and proactively resolve customer concerns.
• Multitasking & Prioritization: Ability to manage multiple tasks efficiently.
• Detail-Oriented & Organized: Strong ability to track customer requests and follow through.
• MS Office Proficiency: Must be proficient in Microsoft Word & Excel (data entry, formatting, and tracking information).
• Independence & Initiative: Ability to work independently and take ownership of tasks.

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