Xello is looking for a Client Solutions Specialist - 18 month Contract
Who are you?
You are passionate about helping others, digging deep, and finding creative solutions. 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 you support through personal exploration, working with peers, and speaking to clients directly. Your thirst for knowledge doesn’t stop at the product, however! Your inquisitive nature makes you eager to understand the technology and applications behind our products, so that you can find the best solutions for our clients.
As part of Xello’s client solutions team, you will collaborate with your peers to bring the service standard to life. As a dedicated and true team player, you’ll share your knowledge and learn from your colleagues. You will build company-wide knowledge so you can find solutions, create moments of truth, and deliver value to our clients with each interaction.
Sound exciting to you? Read on!
What you’ll do…
- Share insights, experiences, and lessons learned with your team
- Provide an exceptional client experience through high quality service via email, phone and chat communication
- Use creative solutions to gather information that helps identify, understand, troubleshoot, and resolve client issues
- Evaluate and prioritize client questions and inquiries
- Identify technical issues and collaborate with internal teams on a resolution
- Maintain a resolution time that meets or exceeds performance standards
- Become an expert in all products and features offered to our clients
- Accurately and thoroughly document all client interactions in the CRM
- Anticipate potential issues and product challenges that may arise
- Build sustainable, trustworthy relationships with clients through positive and personal interactions
- Proactively seek out ways to improve the customer experience
- Liaise between clients and internal staff to improve user experience
- Help clients become self-sufficient by walking them through solutions and guiding them to appropriate resources
- Maintain the highest levels of client satisfaction and act with a sense of urgency that meets our clients’ expectations
What we’re looking for…
- 3+ years of client service experience; preferably in a client-facing environment, communicating using email and phone
- Technical proficiency with CRM tools (SalesLogix, Salesforce.com, etc.)
- Expertise in troubleshooting and creative problem solving
- Experience working in SaaS or education technology industry
- Strong organizational skills with the ability to multitask and prioritize
- Excellent time management skills
- A technical aptitude combined with amazing people skills
- University/College degree or equivalent
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.
