Customer Success Agent

CX Team Customer Success Agent Job Description

Eye Care Leaders is the leading source of top-rated ophthalmology specific EHR and Practice Management systems. Our company is seeking an experienced Customer Experience (CX) Customer Success Agent. Primary responsibilities include being the escalation point for VIP clients as well as managing the upsell and management of all customers within your product group. This role is centered on customer satisfaction and enhance customer loyalty.

Successful candidates will have a proven background in Customer Experience and preferably Sales Operations. Exceptional interpersonal and communication skills are required. Knowledge about optical software is highly advantageous. Strong problem-solving capabilities, a detail-oriented mindset, and a proactive approach to addressing customer needs are crucial for this role.

What you will do:

• Be the escalation point for VIP customers as well as manage the upsell of products and management of all customers within your product group, including:
  • Additional Providers
  • Additional Premises
  • Renewal of contracts
  • Upsell of third-party software
• Answering day to day customer queries (phone (TalkDesk) and email (SalesForce) in a friendly and efficient manner
• Create tickets for escalated issues within Salesforce ? noting down all relevant details of the issue
• Provide client resolution as couteously efficiently as possible
• Triage customer tickets to correct ECL department if escalation is required