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Client Success Specialist I

2 weeks, 2 days ago
United States
Full-time
Entry Level
Customer Success
Customer and Technical Support
Salesforce
Apply Now
Fetch Package

Fetch Package

Fetch Package is a last-mile package delivery platform for multifamily apartments, solving package management for property managers and providing a convenient amenity for residents.

Air Freight & Logistics
251-1K
Founded 2016
$100M raised
View All Jobs 3

Description

  • Receive and document client escalations through phone, email, and chat.
  • Investigate and assess the nature and severity of each escalation.
  • Collaborate with team members and relevant departments to gather information needed to resolve issues.
  • Work directly with clients to understand concerns, expectations, and desired outcomes.
  • Identify and implement appropriate solutions or escalate complex issues to higher-level support or management.
  • Ensure timely resolution of escalations while maintaining professionalism and courtesy.
  • Keep clients informed on progress and expected resolution timelines.
  • Provide clear, concise status updates and additional support throughout the escalation process.
  • Act as a point of contact for client questions and follow-up inquiries.
  • Proactively identify opportunities to improve client satisfaction, loyalty, processes, and service delivery.

Requirements

  • Minimum of an Associate’s degree in Business Administration, Communications, or a related field, or an equivalent combination of education and experience.
  • Previous customer service or client support experience is preferred.
  • Exceptional written and verbal communication skills.
  • Strong analytical and data interpretation skills, including experience evaluating case data, SLA metrics, and volume trends.
  • Ability to use independent judgment in ambiguous situations to determine resolution paths or escalation needs.
  • Excellent problem-solving and critical-thinking abilities.
  • Ability to remain calm and professional in high-pressure situations.
  • Strong attention to detail and organizational skills.
  • Experience navigating a multi-system environment using tools such as Salesforce, Hiver, JotForm, and internal SOPs.
  • Team-oriented work style; multi-family industry experience or property management experience is a plus.

Benefits

  • Competitive wage.
  • Remote work option.
  • Unlimited PTO.
  • Health, dental, and vision benefits.
  • 401(k) plan.
  • Opportunities for advancement within the company.
  • Comprehensive training and ongoing development.
  • Supportive and collaborative team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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