Customer Success Associate BoxLock Inc.

Responsibilities: Help customers setup and use BoxLock to protect their deliveries. Give advice, troubleshoot issues, and turn customers into raving fans of BoxLock.

About BoxLock:

BoxLock is committed to protecting deliveries. The success of our customers and stakeholders is critical to the success of our business. We make sure our customers’ deliveries are there reliably when they expect them. We help the carriers make their routes more consistent and reduce their redeliveries. The relationships between the customers and carriers is symbiotic. Positive experiences from our customers result in positive reviews, which drive sales. Positive experiences by the carriers that deliver to a BoxLock are dependent on the user’s set-up and are the key to continued carrier use that drive positive experiences for our customers.

About the Role:

BoxLock is seeking an enthusiastic, empathetic and passionate customer service representative to act as a liaison between our customers and BoxLock. This individual will provide product information and resolve any emerging problems that our customer accounts might face, accurately and efficiently. In downtime, this individual is expected to pro-actively reach out to customers to help ensure the utmost satisfaction. This position will report to the Head of Customer Success.

This individual will be responsible for managing inbound pre-sale and customer service inquiries. Delivering exceptional customer service experiences that drive:

  • Positive Product Reviews

  • Minimal Returns

  • Successful Delivery Rates

  • Net Promoter Scores

We’re looking for someone who’s a quick learner and a team player.

Responsibilities Include:

  • Manage large amounts of incoming inquiries

  • Identify and assess customers’ needs to achieve satisfaction

  • Build sustainable relationships and trust with our customers through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools

  • Handle customer complaints, provide appropriate solutions and recommendations, follow up to ensure resolution

  • Leverage company systems and tools to keep records of customer interactions

  • Follow communication processes, guidelines and policies

  • Go the extra mile, with a smile

Preferred qualifications:

  • Proven customer support experience

  • Track record of over-achieving

  • Strong empathy for customers and a passion for revenue growth

  • Excellent communication and presentation skills

  • Strong online chat and phone contact handling skills and active listening

  • Familiarity using CRM systems

  • Customer orientation and ability to adapt/respond to different types of characters

  • Excellent communication and presentation skills

  • Ability to multi-task, prioritize and manage time effectively

  • Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.

  • Excellent time management skills with demonstrated ability to operate in a fast-paced environment and juggle ever-changing priorities and deadlines

Is this you? Apply here:

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