Customer Service Representative

  • 17 N State St, Chicago, IL 60602, USA
  • Full-time

Company Description

We utilize our superior industry knowledge and expertise to provide our clients with a truly unmatched blend of customer acquisition, customer service and brand awareness. In a world of social media and seemingly endless adverts we bring our client’s brand and message directly to the consumer. This allows us to not only increase the market share for our client but leave a personalized and long lasting impression.

Job Description

This position will be responsible for onboarding new clients, supporting existing clients and maintaining client relationships. The on boarding process includes account set-up and system configuration, training and system roll-out. Our clients will rely on you to coordinate and manage all aspects of launching our product at all of their locations. Additionally, they will rely on your product knowledge and suggestions for best practices. After launching new clients, you will monitor accounts to ensure consistent usage and identify possible barriers to continued use of our product.

Salary range: $44000 - $52000 per year.

Responsibilities

  • Build and maintain excellent relationships with clients and other staff at all levels by navigating complex, consensus-driven decision-making environments.

  • Engage with the Customer Success team to both understand and advise of customer issues, frustrations, or requests to drive customer happiness and retention.

  • Partner with customers to effectively resolve issues through phone, live chat, and email communications, adapting to fluctuations in the volume of incoming inquiries.

  • Provide internal feedback on how Pinnacle can better serve our clients in the product road map for continuous improvement.

  • Proactively monitor and track usage, product consumption gaps, and traffic patterns to identify opportunities and address potential future issues such as account churn.

  • Contribute to a high rate of returning purchases across your client base by systematically identifying and assessing renewal risks.

  • Show composure, resilience, and flexibility in Pinnacle ’s fast-paced, ever-changing environment, and also as an internal advocate for evolving customer needs.





 

Qualifications

  • Minimum of 1-2 years customer or client service work or related experience required.

  • Degree or equivalent preferred.

  • Strong written and verbal communication skills.

  • Detail-oriented with the ability to line up and organize workflow.

  • Ability to work effectively in a team as well as independently.

  • Able to accomplish a variety of tasks in an efficient, organized manner.

Additional Information

  • This is not a remote job