Xello is looking for a Client Solutions Specialist (18-month Contract)
__Please note that the schedule for this role is Monday - Friday from 12pm - 8pm ET.Who are you?
You are passionate about helping others, digging deep and are genuinely curious about solving challenging issues for them. In your hands, no problem goes unsolved. As a naturally empathetic communicator, you take pride in managing the client experience through thoughtful and personal interactions that are spirited, genuine, and helpful. Soaking up knowledge is your favourite pastime and you strive to learn more about the products from personal exploration, working with peers, and learning from the client directly. But your desire to learn doesn’t stop at the product; With your tech savvy nature, you are eager to understand the technology and applications behind the products so that you can find the best solutions.
As a team member, you collaborate with your peers to bring the service standard to life. You are a dedicated and true team player, eager to share your knowledge and learn from others. You use your company-wide knowledge to find solutions and create moments of truth for client.
Sound exciting to you? Read on!
What you’ll do…
You are the face and voice of our clients’ experience. Acting as the first point of contact, you will:- Provide a positive, exceptional client experience through high quality service and communication by phone, email, and chat
- Work through creative solutions to effectively gather information to identify, understand, troubleshoot and resolve client issues
- Evaluate and correctly prioritize client questions and inquiries that need attention
- Identify technical issues and collaborate with other internal teams to get them resolved
- Maintain an efficient resolution time that meets performance standards
- Become an expert in all products and features offered to our clients
- Accurately document all client interactions in the CRM
- Anticipate potential issues and product challenges that may arise
- Build sustainable relationships of trust through positive and personal interactions
- Innovate and proactively seek out new ways to improve the client experience
- Liaise between clients and internal staff to effectively and efficiently improve user experience
- Help clients become more self-sufficient by walking them through solutions and guiding them to appropriate resources
- Maintain highest levels of client satisfaction and provide a sense of urgency that meets our clients’ expectations
What we’re looking for…
- 3+ years of proven client service experience preferably in a client facing environment, communicating through email and phone
- Expertise in troubleshooting and technical proficiency with CRM tools (SalesLogix, Salesforce.com, etc.)
- Experience working in SaaS or education technology industry
- Strong organizational skills and the ability to multi-task, prioritize, and manage time effectively
- Strong technical aptitude combined with amazing people skills
Skills Required
- 3+ years of proven client service experience, preferably in a client-facing environment communicating by email and phone
- Expertise in troubleshooting and technical proficiency with CRM tools such as SalesLogix or Salesforce.com
- Experience working in SaaS or education technology
- Strong organizational skills and the ability to multitask, prioritize, and manage time effectively
- Strong technical aptitude combined with strong people skills
What We Do
Xello is the only online college and career readiness program that’s inclusive, engaging, and empowering for your entire district community. Established in 1997, Xello is currently used by over 20,000 institutions across North America, including schools, employment agencies, libraries, colleges, and universities. Xello’s mission is to help anyone, anywhere in the world create a successful future through self-knowledge, exploration, and planning. Started by three friends who sought a way to answer the “what’s the right path for me” question, our online software programs are used globally by millions of students, educators, and adults. Xello is committed to continually updating and improving our products to better serve clients now and in the future. To this end, we invest heavily in research and development, we listen carefully to our clients' needs and expectations, and we seek out complementary partnerships and alliances to ensure Xello remains at the forefront of future readiness.
