Partner Success Representative

We are looking for a service-oriented individual who thrives in a dynamic environment to join our Partner Success Team. This is an excellent opportunity to make day one impact on the success of our partners and company while joining a positive and creative startup environment that offers excellent pay, benefits and flexible schedules.

About us

eFuneral is a breakout digital solutions company that helps funeral providers engage with consumers online. Our home office is based out of West Des Moines, but we are a remote company with hybrid flexibility. Our office is casual, the workspace is flexible, and we close at 1 o’clock on Fridays.

Aside from one (or two) dad joke enthusiasts, our staff is completely normal and fun, and, while remote, we enjoy team outings from pickleball to happy hours. Plus, our job security, pay, and benefits are top-notch.

We may be small in numbers today, but we are quickly growing our team in anticipation of aggressive expansion in the coming year. If you’re looking for an energetic, challenging and fast-paced environment with tremendous growth potential, eFuneral is the place for you.

About the work:

Our Partner Success team handles the onboarding and daily operations of our partners. As a Partner Success Representative, you will be responsible for setting up our partners’ websites, acting as a liaison, providing product/services information, and resolving any emerging problems that our partner accounts might face with accuracy and efficiency. You will also provide daily operational support to our partners and their customers who need assistance in the online environment.

Technology is at the heart of what we do, so you will not only be comfortable with technology but also adaptive and flexible as our development team continues to enhance our platform to best suit our customer needs.

Our Partner Success Team is passionate about service and genuinely excited to help our partners succeed. We’re patient, empathetic, and passionately communicative. Achieving success includes navigating a high-paced environment, prioritizing and managing several accounts and tasks at a given time, and problem solving. You should be confident at troubleshooting and investigate if you don’t have enough information to resolve customer concerns.

Ultimately, you will be a person our partners and their customers trust, an extension of their team. They will rely on you to provide timely and accurate solutions to their technical problems. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within appropriate time frame; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Ask customers targeted questions to quickly understand the root of the problem
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, account managers)
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

Requirements

• Proven customer support experience or experience as a client service representative
• Strong computer acumen and ability to leverage common work site programs as well as a CRM
• Customer-orientation and ability to adapt/respond to different personalities and technical knowledge
• Excellent problem-solving, communication and presentation skills
• Strong phone contact handling skills and active listening
• Multi-tasking abilities
• Patience when handling tough cases
• Ability to provide step-by-step technical help, both written and verbal

Minimal travel required (0-5%)

Below is a list of benefits we provide:

• Company sponsored group medical and dental insurance
• Company provided life insurance
• Company-matched 401(k) Plan plus a Success Sharing program
• Incentive pay
• Paid time off
• Company supported training and development
  
• Flexible scheduling
• Be part of a fast-growing organization

Start Date

Flexible - our focus is on finding the right person to join our team, whether the start date is immediately or later this spring/summer.