Client Success Manager

Client Success Manager

The Client Sucess Manager position provides a welcoming and fun environment for customers/clients/students/guests through a high level of customer service. This position involves interactions with customers/clients/students/guests contributing to overall sales, customer retention and customer satisfaction.

Consistently deliver a high level of service and attentiveness to guest needs.
Answering phones and assisting guests with various questions including lesson scheduling, gear fitting
Effectively explain NY Kite Center’s Terms of Products and Services.
Have full knowledge of all lesson and repair services in order to facilitate the sale of lessons and gear
Must remain up to date with all verbal and written communications including using email and other communication tools.
Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work.
Ability to perform tasks in line with creating a fun and pleasant experience including but not limited to making phone calls, assisting guests with account questions, and processing POS transactions.
Efficiently check in and handle routine service tasks using NY Kite Center systems such as, but not limited to, managing lesson reservations.
Being responsive to member feedback, complaints, and escalating issues to management as necessary.
Assisting management in administrative tasks including, but not limited to, vendor communication, sales calls, and confirming appointments.
Ability to stand/walk for the duration of the shift.
Attention to detail and cleanliness; responsible for maintaining/cleaning the check-in desk/main entrance ensuring area is ready for guest.
Perform shop walkthroughs periodically throughout shift ensuring the facility is presenting at its best.
Quickly addressing any maintenance or equipment issues that are visible to guests.
Understand and adhere to all policies and procedures, code of conduct, etc.
Proactively seeking ways to positively influence the client experience and address customer feedback through maintaining a positive attitude.
Effectively communicate new promotions and services at point of contact, so that the client gets the most out of their experience.
Additional duties as assigned.

· Answer client inquiries in a timely, effective manner.

· Scheduling sales/service appointments and logging appointments, taking note of any special client requests

· Promote the sales of appropriate services, parts, and accessories by accurately identifying the customer's service needs Field phone and internet inquiries.

· Conducting follow-up calls.

QUALIFICATIONS & EXPERIENCE

2+ years prior experience in a customer-facing role and/or prior customer service role preferred.
Strong computer skills, comfortable navigating multiple systems
Ability to proficiently use our POS and scheduling system, timekeeping and any other computer programs required to meet the business needs of the customer.
Computer proficiency within a Microsoft Windows environment, specifically Microsoft Office
Able to strictly adhere to operational processes
High attention to Detail
Excellent verbal, written, and interpersonal communication skills
Physical demands include ability to lift up to 20lbs pounds with or without reasonable accommodations, walk through all areas of the shop, climbing stairs, and bending and lifting. The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employee by the company.
Ability to self-manage time and prioritize tasks
Must be able to read, speak, and write in professional business English
Adult CPR preferred

Client Success Manager

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