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Xello is looking for a Client Solutions Specialist
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Who are you?
You are passionate about helping others, digging deep, and finding creative solutions. In your hands, no problem goes unsolved. As a naturally empathetic communicator, you take pride in managing the client experience through thoughtful and personal interactions that are spirited, genuine, and helpful. Soaking up knowledge is your favourite pastime, and you strive to learn more about the products you support through personal exploration, working with peers, and speaking to clients directly. Your thirst for knowledge doesn’t stop at the product, however! Your inquisitive nature makes you eager to understand the technology and applications behind our products, so that you can find the best solutions for our clients.
As part of Xello’s client solutions team, you will collaborate with your peers to bring the service standard to life. As a dedicated and true team player, you’ll share your knowledge and learn from your colleagues. You will build company-wide knowledge so you can find solutions, create moments of truth, and deliver value to our clients with each interaction.
Please note that the schedule for this role is Monday – Friday from 12pm – 8pm EST.
Sound exciting to you? Read on!
What you’ll do…
- Share insights, experiences, and lessons learned with your team
- Provide an exceptional client experience through high quality service and phone and email communication
- Use creative solutions to gather information that helps identify, understand, troubleshoot, and resolve client issues
- Evaluate and prioritize client questions and inquiries
- Identify technical issues and collaborate with internal teams on a resolution
- Maintain a resolution time that meets or exceeds performance standards
- Become an expert in all products and features offered to our clients
- Accurately and thoroughly document all client interactions in the CRM
- Anticipate potential issues and product challenges that may arise
- Build sustainable, trustworthy relationships with clients through positive and personal interactions
- Proactively seek out ways to improve the customer experience
- Liaise between clients and internal staff to improve user experience
- Help clients become self-sufficient by walking them through solutions and guiding them to appropriate resources
- Maintain the highest levels of client satisfaction and act with a sense of urgency that meets our clients’ expectations
What we’re looking for…
- 3+ years of client service experience; preferably in a client-facing environment, communicating using email and phone
- Technical proficiency with CRM tools (SalesLogix, Salesforce.com, etc.)
- Expertise in troubleshooting and creative problem solving
- Experience working in SaaS or education technology industry
- Strong organizational skills with the ability to multitask and prioritize
- Excellent time management skills
- A technical aptitude combined with amazing people skills
- University/College degree or equivalent
We’re Xello – Join us!
We are Xello (CASCAID in the UK), formerly Career Cruising, the leading developer of future readiness programs in North America and the UK and soon the world! Our mission is to help anyone, anywhere in the world to create a successful future through self-knowledge, exploration, and planning.
We believe that by bringing our best selves to our work and collaborating with one another, we can change the world. We are a very diverse group of individuals who work hard, laugh often and share in each other’s lives. We are an inclusive, equal opportunity employer.
Embracing agile practices, an innovative mindset, and keeping our users at the heart of what we do, are just a few of the keys to our success.
In addition to working with leading technologies, we are committed to continuous learning and growth through internal/external training and mentoring, which includes a PD budget for every employee.
For our Canadian based staff, we also offer:
- Flexible work arrangements including hybrid and remote
- 4 weeks of vacation
- Employer-paid health and dental benefits
- 4-month top-up for parental leave
- Group RRSP with 3% matching
For our US based staff, we also offer:
- Remote work environment
- 4 weeks of vacation
- 80% employer-paid health benefits
- 4-month top-up for parental leave
For our UK based staff, we also offer:
- flexible work arrangements that include work from home
- 28 days annual leave (inc. 3 days at Christmas) + bank holidays. With additional annual leave days added to reward long service
Like what you hear? Apply Now!
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