Part-time Customer Success Specialist/Call Center

DocuWare Corporation is seeking a Part-time Customer Success Specialist in our New Windsor, New York office.

Essential Duties:

This fast-paced position includes, but is not limited to, the following responsibilities:

  • High volume call center, outbound calls to customers.
  • Building relationships with DocuWare distributors who hold maintenance customer agreements with DocuWare.
  • During customer calls, identifying customer dissatisfaction, adhering to customer follow-up procedures by opening satisfaction deficiency tasks.
  • Assuring that customer concerns are addressed and resolved in a timely manner.
  • Calling customers with lapsed and expired maintenance agreements to discuss reasons for not renewing and work with customers on reinstatement.
  • Communicating with DocuWare distributors to discuss lapsed and cancelled maintenance agreements for the purpose of reinstatement or understanding reason for non-renewal.

Skills and Abilities:

The successful candidate should:

  • Have exceptional interpersonal skills.
  • Be excited about speaking with customers for minimum of 5 hours per day.
  • Have very strong verbal and written communication skills.
  • Work well individually and within a team environment.
  • Have goal driven outlook in order to exceed minimum monthly completed calls requirement.
  • Have worked in a high volume/call center environment with experience in outbound calling.

Success will be measured by:

  • The number of customers that are reached on a monthly basis in each call category (based on predefined call goals).
  • The reduced number of canceled maintenance agreements - increased number of recovered customers; and
  • Overall reduction of expired contracts rate in the U.S. as defined in CRM monthly reports.

Qualifications:

  • High School diploma and 2-4 years of related call center/high volume customer calling experience with a strong desire to learn and grow.

Compensation and Benefits:

  • Competitive hourly rate; commensurate with experience
  • Part-time employees are not eligible for benefits

 Please email all cover letters and resumes to HR [dot] Americas [at] DocuWare [dot] com

DocuWare Corporation, 4 Crotty Lane, Suite 200, New Windsor, NY 12553