客户成功助理
Client Success Associates
关于 Cook Roofing Company
Cook Roofing Company 致力于从第一次交谈到每个屋顶项目的完成，为客户提供专业、可靠的体验。我们正在寻找一位有条理、响应迅速、专业且真正喜欢帮助客户的客户成功专员。
这是一个完全远程的职位，适合能够自信沟通、管理多个优先事项、遵循既定流程，并在与客户互动过程中建立信任的人。
职位概述
客户成功专员是客户的关键联系人，帮助确保顺畅、及时和专业的客户体验。您将通过电话、电子邮件、短信和其他批准的渠道与客户沟通；在客户和内部团队之间协调信息；准确记录互动情况，监控跟进情况，并主动解决客户的问题或疑虑。
理想的候选人以客户为中心，可靠，注重细节，能够在独立工作中保持高效，并在快节奏的远程环境中维持高标准的专业性。
主要职责
- 在客户旅程中作为主要联系人。
- 对客户的提问、请求和担忧做出及时专业的回应。
- 主动致电客户，就预约、项目更新、文件和下一步行动进行跟进。
- 在公司系统和 CRM 平台中保持准确和及时的记录。
- 协调客户、销售、生产、排期和其他内部团队之间的沟通。
- 监控客户需求，主动跟进以防止沟通遗漏或延误。
- 解决常规的客户问题，并适当升级复杂问题。
- 明确期望，并提供有关公司流程和服务的准确信息。
- 保持保密性，负责任地处理客户信息。
- 始终遵循公司的流程、沟通标准和质量期望。
- 为客户创造积极的体验，帮助加强长期的客户关系。
资格要求
要求：
- 1 年以上客户服务、客户成功、账户协调、内部销售或相关领域的经验。
- 出色的口头和书面沟通能力。
- 强大的组织和时间管理能力。
- 能够通过电话、电子邮件和短信与客户沟通。
查看英文原文
About Cook Roofing Company
Cook Roofing Company is committed to delivering a professional, dependable client experience from the first conversation through the completion of each roofing project. We are seeking a Client Success Associate who is organized, responsive, professional, and genuinely enjoys helping customers.
This is a fully remote position for someone who can communicate confidently, manage multiple priorities, follow established processes, and build trust with clients throughout their experience with our company.
Position Summary
The Client Success Associate serves as a key point of contact for clients and helps ensure a smooth, timely, and professional customer experience. You will communicate with clients by phone, email, text, and other approved channels; coordinate information between clients and internal teams; document interactions accurately monitor follow ups and proactively address questions or concerns.
The ideal candidate is customer focused, dependable, detail oriented, comfortable working independently, and able to maintain a high standard of professionalism in a fast paced remote environment.
Key Responsibilities
- Serve as a primary point of contact for clients throughout the customer journey.
- Respond promptly and professionally to client questions, requests, and concerns.
- Make outbound calls and follow up with clients regarding appointments, project updates, documentation, and next steps.
- Maintain accurate and timely records in company systems and CRM platforms.
- Coordinate communication between clients, sales, production, scheduling, and other internal teams.
- Monitor client needs and follow up proactively to prevent communication gaps or delays.
- Help resolve routine client concerns and escalate complex issues appropriately.
- Set clear expectations and provide accurate information regarding company processes and services.
- Maintain confidentiality and handle client information responsibly.
- Consistently follow company procedures, communication standards, and quality expectations.
- Contribute to a positive client experience and help strengthen long term customer relationships.
Qualifications
Required:
- 1+ year of experience in customer service, client success, account coordination, inside sales, or a related role.
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Comfortable communicating with customers by phone, email, and text.
- Strong attention to detail and accurate documentation habits.
- Ability to manage multiple clients, priorities, and deadlines independently.
- Professional, dependable, solution oriented approach.
- Comfortable learning and using CRM, communication, and other business software.
- Reliable high speed internet and a professional, distraction minimized remote workspace.
Preferred:
- Experience in roofing, construction, home services, insurance, property services, or a related industry.
- Experience working in a remote customer facing position.
- Familiarity with CRM systems and customer communication platforms.
What We Offer
- Fully remote work environment
- Competitive compensation
- [Medical, dental, and vision insurance]
- [401(k) and company match]
- [Paid time off and paid holidays]
- [Company paid or supplemental life/disability coverage]
- [Home office or internet support, if applicable]
- Supportive team environment and structured onboarding
- Opportunities for professional growth as the company continues to grow
What Success Looks Like
Success in this role means clients receive timely, accurate, and professional communication; commitments and follow ups are consistently completed; information is documented correctly; and internal teams have the information they need to deliver an excellent customer experience.
Cook Roofing Company is an equal opportunity employer. Employment decisions are based on qualifications, business needs, and organizational requirements.
Salary: $28 – $35 / hourOriginally posted on Himalayas