Client Services Representative

Client Service Representative Job WHO WE ARE: Convirza goes beyond traditional call tracking to gather deep data from phone calls, and then take action with the first ever call marketing optimization platform. We are passionate about helping the marketers we serve optimize their spending, save revenue, and improve their ROI. Headquartered in Draper, UT, with a satellite office in Agoura Hills, CA. We use speech recognition technology and sophisticated algorithms to gauge lead quality, measure conversions, analyze phone performance and take action with workflow-based marketing automation. Yes, it’s Cutting Edge and Convirza is looking for talented people who want to make a difference. OVERVIEW OF THE POSITION: Convirza is looking for talented, capable, and energetic people to help it grow at this important time in its development. To help us achieve our planned growth, we are looking for a Client Service Representative to help us better serve and support our clients. This individual must be able to develop a thorough understanding of our products and services, and be able to think and act quickly and accurately. RESPONSIBILITIES & DELIVERABLES: The Client Service Representative at Convirza will: Build customer relationships by handling questions and concerns from customers about our Convirza-CQM product and services Provide customers with training as needed in how to better use our award-winning call tracking platform Identify and facilitate resolution of any customer issues acting as roadblocks to customer satisfaction. Research escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve the issue. Identify new ways that existing customers can use our services and champion them to the appropriate Account Executive as needed. Assist customers with product setup Assist customers with automated billing issues Respond to email, phone, and chat inquiries from internal and external clients Assist with identifying service issues and reporting them to the product development team Act as coordinator on customer services for multiple Convirza internal departments such as operations, billing, and implementation. Responsible for acting as customer advocate. And other duties as assigned. REQUIREMENTS: Must be comfortable working in a technology-based company that deals with cutting-edge systems with an ability to learn new technologies and teach them to others as necessary. Preference will be given to candidates with experience in “customer-facing” and/or service-oriented positions. Qualified applicants will have experience managing relationships that are not completely sales driven. Experience building internal and external customer relationships helpful. Ability to navigate across an organization and grow current customer business base through internal partnerships. Comfort with Excel and/or GoogleDocs spreadsheets required. Willingness and ability to learn new functions, formulas, tools, etc. within these applications as needed to perform duties. Willingness to learn our own in-house applications, as well as basic [login to view URL] and Salesforce navigation, and some SQL and Postman tasks. Ability to resolve sometimes complex problems using analysis of data from both inside Convirza and from the customer. May need to evaluate novel situations and solve with creative solutions that may have no precedent. Creativity, Integrity, and Enthusiasm Customer service focus. Excellent communication skills, both oral and written. Fluent in English.