**Job Title:** Customer Success Associate - Remote Work
**Company:** Time Warner Cable
**Location:** Seattle, Washington, US
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 1
**Job Description:**
Time Warner Cable is seeking a dedicated and motivated **Customer Success Associate** to join our dynamic team remotely. In this entry-level position, you will play a pivotal role in ensuring our customers derive maximum value from our products and services. This is a fantastic opportunity for an adaptable and hardworking individual who is eager to grow in a supportive environment.
### **Key Responsibilities:**
- **Customer Engagement:**
- Act as the primary point of contact for customers, addressing their needs efficiently and effectively.
- Manage customer queries via phone, email, and chat, providing timely responses and solutions.
- **Relationship Building:**
- Build and maintain strong relationships with customers through proactive communication and follow-ups.
- Foster an environment of trust, ensuring customers feel valued and supported.
- **Research and Problem-solving:**
- Conduct thorough research to resolve customer issues, utilizing available resources and tools.
- Collaborate with cross-functional teams (e.g., sales, technical support) to provide comprehensive solutions.
- **Feedback Gathering:**
- Actively solicit and document customer feedback to identify areas for improvement in products and services.
- Share insights with the team to drive enhancements and optimize the customer experience.
- **Training and Leadership:**
- Assist in onboarding new customers by providing training sessions on product usage and best practices.
- Demonstrate leadership by guiding customers through complicated processes, ensuring they have a clear understanding.
- **Monitoring Customer Health:**
- Analyze customer engagement metrics to identify trends and opportunities for upselling or re-engagement.
- Develop action plans for at-risk customers, aiming to improve satisfaction and retention.
- **Documentation:**
- Maintain accurate records of customer interactions, issues, and resolutions using CRM software.
- Prepare regular reports on customer success metrics to inform management and influence strategy.
### **Requirements:**
- **Education:**
- Bachelor's degree or equivalent experience is preferred, but not mandatory.
- **Experience:**
- Minimum of 1 year of experience in customer service or related field, preferably in a technology or telecommunications environment.
- **Skills:**
- Ability to quickly learn and adapt to new systems and processes.
- Strong research skills, with the ability to analyze information and apply it effectively.
- Proven leadership qualities, demonstrating initiative in challenging situations.
- **Personality Traits:**
- Hardworking with a strong work ethic and commitment to customer satisfaction.
- Adaptable mindset with the capability to thrive in a fast-paced and evolving environment.
- **Soft Skills:**
- Excellent communication skills, both verbal and written, with the ability to articulate complex ideas simply.
- Exceptional interpersonal skills to build rapport with customers and colleagues alike.
### **Benefits:**
- Disability insurance
- Medical coverage
- Visa sponsorship
### **Working Environment:**
At Time Warner Cable, we believe in building strong connections and treating our colleagues like an extended family. Our remote work environment fosters collaboration, inclusivity, and open communication. Join us to be part of a team that values growth, creativity, and support for one another.
### **Application Process:**
Interested candidates are encouraged to apply by **September 28, 2024**. Please submit your resume and a cover letter detailing your relevant experience and why you are a good fit for the Customer Success Associate role.
### **Equal Opportunity Statement:**
Time Warner Cable is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
