Customer Success Team Lead

Operating Company: DEXIS
Location: Quakertown,PA,US
Date Posted: January 11, 2024
Req Number: R5018602

Job Description:

The primary function is to provide quality and efficient customer service to customers through daily management of support team by motivating, mentoring, training and problem solving. This position will support and perform Customer Implementation duties related to answering escalated customer questions or resolving issues in a support center environment. Additional responsibilities include assisting with training of team members, managing escalation emails from sales, technical support, marketing, etc. and assisting Supervisors with additional duties as needed.

Essential Duties and Responsibilities:

• Acts as a role model, coach, and mentor with the ability to develop and motivate others within the Customer Success team. Builds rapport with the team and creates a climate in which people want to do their best.
• Ability to develop and motivate others.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
• Provides direct assistance to Customer Success team for technical and CS process related queries. Answer technical and “how-to” inquiries.
• Provides continual evaluation of processes and procedures.
• Assists in development and maintenance of playbook for processes and procedures.
• Reviews and investigates all escalations until completion and escalating when appropriate.
• Provide fast responses and always maintain an elevated level of professionalism.
• Provide reports to management.
• Performs quality checks for order processing and provide additional training to team members to correct issues.
• Documents session notes and complaints in appropriate systems.
• Reviews and evaluates call recordings from the team.
• Assists with other duties or projects, as assigned.

Job Requirements:

The Customer Success Team Lead must have excellent verbal and written communication skills, be a self-starter, self-sufficient, an independent thinker, and enthusiastic. This position will require strong interpersonal phone and email skills with a strong focus resolving and troubleshooting customer issues. Completion of training and demonstrated competency with all supported DTX-related processes are required. Strong problem-solving and decision-making skills with the ability to handle difficult and sensitive situations is required. This position requires working standard departmental support hours, holidays and overtime. This role serves as a mentor for other Customer Success team members while handling customer escalations and executing projects.

MINIMUM REQUIREMENTS

• High school diploma or equivalent
• 2 – 4 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field.
• Intermediate to advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
• Intermediate proficiency with Microsoft Office
• Ability to prioritize and multitask

PREFERRED REQUIREMENTS

• Minimum 2-year college degree or 2-4 years of experience supporting Customer Success Specialist processes.
• 1 – 2 years of experience supporting DEXIS products.
• Minimum of 1 years’ work experience in leading projects or relevant work experience
• Strong analytical, problem solving and decision-making skills. Ability to handle difficult and sensitive situations with diplomacy and tack.
• Intermediate experience with Microsoft Office; Word and Excel required
• Experience in leading projects
• Experience in successfully managing customer and peer escalations
• Excellent verbal and written communication skills
• Understanding and use of CRM
• Knowledge of SAP
• DTX Studio™ software expertise highly preferred

Relationships:

Internal relationships:

• Reports to the Customer Success Supervisor
• Frequently interacts with all functional departments.

External Relationships:

• Frequently interacts with customers and partner dealers.

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$30.80 – $37.90 per hour

Operating Company:

DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.