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SalaryWhy should you join?
For over 35 years, our customers have trusted us with their business processes. They know we are dedicated to providing the most usable, secure and stable document management solutions on the market. DocuWare is widely recognized as a market leader for cloud-based software.
We are a team of more than 600 thinkers, leaders, makers, designers, builders, supporters and achievers — united by a love of technology and the desire to help our customers and partners succeed. Worker happiness, team productivity and improved business performance is how we believe DocuWare can elevate every business.
We are a team of more than 600 thinkers, leaders, makers, designers, builders, supporters and achievers — united by a love of technology and the desire to help our customers and partners succeed. Worker happiness, team productivity and improved business performance is how we believe DocuWare can elevate every business.
Your Responsibilities
We are looking for a Customer Success Specialist to ensure our customers are well satisfied with our products and services. This role has a weekly hybrid work schedule out of our Beacon, NY office.
- Place outbound high-volume customer satisfaction calls to welcome them within 60 days from contract start date (Welcome Engagement Call). Thorough review of DocuWare website, provide documentation of useful information about DocuWare, confirm intended use case, integrations, and go live date.
- Place outbound high-volume customer satisfaction calls to discuss their level of satisfaction within the three months of DocuWare usage (Health Check Call). Four times per year for all direct customers and 2 times per year for all Authorized DocuWare Partner (ADP) cloud customers, depending on ADP.
- Low usage and cancellation calls, to learn of necessary improvements on our products and processes, and to motivate software use and reinstatement.
- Document all customer communication and updating customer information in Microsoft CRM suite.
- Record all calls with the appropriate task titles in Microsoft CRM suite to allow for accuracy of reports.
- Address customer concerns in a professional, timely and helpful manner.
- Treat each problem with urgency and be quick to assist with resolution.
- Open customer complaints and assign to appropriate team member as necessary.
- Meet and exceed monthly 250 call goal for established customer categories.
- Collaborate professionally with all team members with open communication and willingness to share ideas.
- Work with other departments professionally and with open communication to ensure the best possible customer service for all customers.
What you need to succeed
- Ability to accommodate a weekly hybrid work schedule (two days a week in office).
- 2-5 years of experience in a Customer Service environment.
- Excellent written and verbal communication skills.
- Organized and detail oriented.
- Able to work well within a team as well as individually.
- Professional demeaner and ability to confidently work across departments.
- CRM software experience preferred.
- Critical thinking skills and ability to improve existing processes required.
- Basic to intermediate skillset in all Microsoft suite products including excel required.
What we can offer
- This is an hourly position with a starting annual salary range of $38,000 to $42,000.
- Standard 40 hours work week, Monday to Friday from 8:30am to 5:00pm.
- DocuWare funds $2,000/$4,000 annually towards single/family HDHP deductible.
- Your choice of medical plans (HDHP, EPO, PPO).
- Short Term Disability (100% company paid).
- Long Term Disability (100% company paid).
- Group Term Life insurance (100% company paid).
- 401(K) with company match.
- 12 annual paid holidays and PTO plan.
- Profit Sharing that is contributed to your 401K as an additional match.
- Internationally growing and well-established company.
- Thorough onboarding & induction period.
- Training and development opportunities.
- Participation in a positive intercultural company culture with an openness to new ideas.
- Virtual instructor led fitness offerings.
- Tuition Reimbursement.
- Flexible Spending & Dependent Care Accounts.
- Fun company events and more.
Our Values
New ideas are always welcome here.
At DocuWare, you’ll find an open corporate culture, a wide variety of options for further education and a friendly, informal work environment. We offer creative, self-motivated individuals a diverse, international working environment with plenty of freedom and opportunity for professional development.
You can find what makes us a unique and rewarding employment experience on Instagram! Check us out athttps://www.instagram.com/life.at.docuware/.
At DocuWare, you’ll find an open corporate culture, a wide variety of options for further education and a friendly, informal work environment. We offer creative, self-motivated individuals a diverse, international working environment with plenty of freedom and opportunity for professional development.
You can find what makes us a unique and rewarding employment experience on Instagram! Check us out athttps://www.instagram.com/life.at.docuware/.
Your hiring partner
Aleida Colabattista
Specialist People & Culture
careers@docuware.com
Specialist People & Culture
careers@docuware.com
Here you can find us
25 Creek Drive
Beacon, NY 12508
EEOC Statement
DocuWare Corporation is an Equal Opportunity/Affirmative Action Employer (Equal Opportunity Employer/Veterans/Disabled).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. DocuWare values diversity, equity and inclusion and this policy applies to all employment practices at DocuWare. DocuWare is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.
Background Screening Statement
Employment is contingent upon a successful completion of a criminal background investigation subject to any federal, state, and local laws.
Beacon, NY 12508
EEOC Statement
DocuWare Corporation is an Equal Opportunity/Affirmative Action Employer (Equal Opportunity Employer/Veterans/Disabled).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. DocuWare values diversity, equity and inclusion and this policy applies to all employment practices at DocuWare. DocuWare is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.
Background Screening Statement
Employment is contingent upon a successful completion of a criminal background investigation subject to any federal, state, and local laws.
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