Job Title:
Specialist, Customer Success - BilingualJob Description
The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.- Manage high volume of customer contacts and communications through phone and email each day
- Use contact search and productivity tools to verify contact information is accurate
- Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
- Develop a level of product knowledge to speak intelligently to customers and address specific objections
- Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
- Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
- Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
- Work with teams and management to promote a positive customer experience
Location:
SLV San Salvador - Blvr. Sta. ElenaLanguage Requirements:
English (Required), Mexican Spanish (Required)Time Type:
Full timeSkills Required
- Fluent in English and Mexican Spanish
- Manage high volume of customer contacts via phone and email
- Use contact search and productivity tools to verify contact information
- Conduct recurring health checks to gauge product satisfaction
- Develop product knowledge to address customer questions and objections
- Document and track feedback and metrics via computer systems, surveys, calls, and emails
- Capture Voice of the Customer including expectations, satisfaction, and churn risk
- Initiate appropriate communication channels to resolve customer concerns and roadblocks
- Collaborate with teams and management to improve customer experience
- Position located in SLV San Salvador - Blvr. Sta. Elena (on-site)
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
