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Client Success Representative

Tom Ferry

Client Success Representative

Santa Ana, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Client Success Representatives are responsible for building positive customer relationships that promote retention and loyalty.  CSRs interact with clients via phone, text and email, analyze their needs and are the advocates for the client throughout the program to maximize their success.  CSRs also work closely with our internal Coaching Consultants and our external contracted Coaches by tracking coaching sessions and maintaining the integrity of client information and files.  

    PRIMARY RESPONSIBILITIES: 

    1. On-boards new coaching clients by educating them on member products, services and technology to help provide a smooth transition into the Coaching Program. 
    2. Effectively responds to the needs of clients and builds positive relationships by providing information in a timely and accurate manner.
    3. Acts as a product expert and takes ownership of customer issues, elevating concerns as necessary to the Management Team. 
    4. Manages client accounts by consistently conducting quality check-in calls, monitoring daily reports and ensuring proper communication to all parties to maintain a healthy account status.
    5. Responsible for successfully handing a client load of approximately 250 - 300 clients.
    6. Effectively prioritizes daily assigned tasks, maintaining an average of 50 - 75 completed tasks per day.
    7. Demonstrates efficiency and familiarity with using cases to appropriately manage transactions.
    8. Partners with Accounting to understand, investigate and monitor client payments in order to validate client balances and ensure compliance with contract terms and conditions.
    9. Documents feedback on all clients leaving the program whether through cancellation or completion in the program.
    10. Able to maintain a calm demeanor in a high-paced environment and demonstrate emotional intelligence in challenging situations that may require de-escalation and expressing empathy.
    11. Participates in team meetings by adding value to conversations and proactively providing recommendations for improvement. 
    12. Acts as a team player by assisting and collaborating with other CSRs.

    EDUCATION AND/OR EXPERIENCE 

    Bachelor’s Degree; or minimum three years’ relevant experience and/or training; equivalent combination of education and experience. 

    OTHER SKILLS AND ABILITIES 

    • Detail-oriented with excellent follow-up skills.
    • Must be able to manage, organize and update relevant data using CRM software system (Salesforce) and corporate website. 
    • Must be meticulous in dealing with contracts and records. 
    • Must be empathetic to the clients’ point of view without compromising company policy. 
    • Must be organized, punctual and responsible. 
    • Must have excellent customer-facing skills with regards to telephone and written communication. 
    • Ability to understand how to discover client needs, with the ability to up-sell by listening for customer cues for interest in or need for new product enhancements.
    • Ability to exercise good judgment and work independently as well as collaborate well with others.
    • Must maintain a high level of professionalism with internal and external clients.

    Company Description

    We are a fun team who thrives on driving business growth through best-in-class marketing initiatives. Tom Ferry International is the #1 coaching and events company in real estate. Tom's charismatic style of coaching and his commitment to bringing out the best in people has earned him numerous glowing comparisons to Tony Robbins and Gary Vaynerchuk. The office lives on a high-energy culture based on personal and professional development for all employees, coaches and members. Our services have benefited the success of countless real estate professional throughout the world.