Client Support Specialist

Why work for WorkWave? WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas. We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.

WHAT YOU’LL DO:

• Proactively reach out to clients who are not seeing a return on their investment.
• Meet with clients by phone or via Zoom when needed.
• Coach clients on the adoption of key features to help them meet their goals.
• Coach clients on operational processes that will help meet their goals.
• Analyze each team’s system usage, lead follow up, email effectiveness, etc. making recommendations as needed.
• Fiercely protect client happiness, striving for 100% client satisfaction.
• Perform Business Reviews that feature tailored key metrics for each customer, as requested.
• Assess usage of minutes and make upgrade recommendations based on their volume.
• Manage and maintain client sales profiles; pricing, offered services, service area maps, etc.
• Client satisfaction/retention is your number 1 priority. We help clients with whatever questions they have by investigating situations and coming up with solutions to their problems.

WHAT YOU’LL BRING:

• Exceptional phone skills
• Proven success when dealing with client escalations
• Strong objection handling experience
• Can multi-task and work on several projects/client needs at the same time
• Can trouble-shoot client problems and follow the appropriate steps to solve them
• Excellent computer skills; Excel, Google sheets, etc.
• Experience working remotely
• 2+ years account management experience in a software/web environment is a plus, but not necessary

YOU’LL ENJOY THIS ROLE IF YOU:

• Have a passion for client support; You are upbeat and engaging yet empathetic in your approach with clients.
• Are able to establish a great rapport with clients within a short timeframe.
• Love to investigate. You enjoy figuring out “why” something happened and have the ability to solve problems.
• Love formulating prescriptive strategy, analyzing key data points, and problem solving in order to help clients drive better business results.
• Have a relentless desire to learn, to absorb industry knowledge, and become a thought leader for your clients.
• Have excellent communication skills that are apparent in your email and phone presence.
• Enjoy working cross functionally with other teams while being responsible for your own client load.