Job Title:

Customer Success Specialist Reports To:

Maureen Kowalski and William Olsen Location:

On-site, Leander, Texas Schedule:

Full-time, Monday through Friday, 9:00 a.m. to 5:00 p.m.

Classification:

Hourly, non-exempt

Benefits:

Full benefits package and paid holidays

Compensation:

$23.00 per hour, plus eligibility for spiffs under the company's customer re-engagement spiff program (see Compensation below) Job Summary The Customer Success Specialist is the first point of contact for customers, including health practitioners ("Pros") and consumers. The role answers customer phone calls and emails, resolves account, order, and product questions from start to finish, and works to bring inactive and under-engaged customers back to regular purchasing. This person handles each customer issue until it is resolved, writes clear and professional email, and records every interaction accurately in our systems. Success in this role is measured by how quickly and completely customer issues are resolved, how satisfied customers are, how many customers are retained and re-engaged, and how accurate our customer records are. Key Responsibilities Customer Support and Communication Answer inbound customer calls professionally and courteously, and respond to customer emails promptly with clear, well-written, error-free replies. Resolve questions about orders, order status, shipping, returns, billing, pricing, and account access. Help Pros through account registration, approval, onboarding, and use of the Neurobiologix online ordering platform. Troubleshoot website, login, and ordering problems, and follow each issue through to resolution, including issues that require coordination with fulfillment, accounting, or IT. Escalate issues that are beyond the role's authority to the appropriate person, with the facts documented, and follow up with the customer until the matter is closed. Stay calm and patient with frustrated customers, and keep customers informed until their issue is resolved. Customer Re-engagement and Retention Make outbound calls and send emails to inactive or under-engaged Pros and consumers to understand why they stopped ordering and to help them start purchasing again. Follow up with Pros who have registered but have not yet placed a first order. Follow up on marketing campaigns, promotions, new product launches, webinars, and events. Identify accounts with growth potential and pass qualified opportunities to the sales team. Record re-engagement activity in the CRM at the time it happens. Spiff eligibility depends on activity being logged in the CRM before the qualifying order. Records, Systems, and Accuracy Document every call, email, and follow-up in HubSpot (CRM) accurately and on time. Enter and look up customer and order information in Business Central (ERP) and Shopify (e-commerce), and keep customer records consistent across systems. Find and report data problems such as duplicate accounts, incorrect contact information, or mismatched records, and help correct them. Keep follow-up tasks organized so that no customer request goes unanswered. Product Knowledge and Customer Education Build working knowledge of Neurobiologix genetic testing, supplement formulas, education programs, and the Pro platform, and explain them clearly to customers. Share only approved product information. Do not give medical advice or make health claims. Refer clinical or health questions to the customer's practitioner or to the appropriate Neurobiologix resource. Cross-Functional Support Work with sales, marketing, fulfillment, and accounting so that customers have a consistent experience from start to finish. Report common customer questions, complaints, and trends that can improve our products, processes, and communications. Help with tradeshow preparation and post-event follow-up when needed. Perform other related duties as assigned. Key Performance Indicators Performance in this role may be measured by: Response time and resolution time on customer calls and emails Customer satisfaction and quality of written and phone communication Number of inactive Pros and consumers re-engaged and placing new orders Registered-Pro first-order conversion Customer retention and repeat purchasing Qualified opportunities passed to the sales team Accuracy and completeness of CRM records Qualifications Required At least two years of customer service or customer success experience, including regular phone work Excellent phone etiquette and verbal communication skills Strong written English, including professional, clear, and grammatically correct email Solid computer skills, including Microsoft 365 (Outlook, Excel, Teams), web-based business applications, and learning new software quickly Ability to work several systems at the same time while on a call High school diploma or equivalent Ability to work on-site in Leander, Texas, Monday through Friday, 9:00 a.m. to 5:00 p.m. Preferred Knowledge of the dietary supplement, nutraceutical, or health and wellness industry Experience with HubSpot or another CRM Experience with Shopify, Microsoft Dynamics 365 Business Central, or another ERP or order management system Experience supporting business customers such as practitioners, clinics, or health care offices Experience with outbound customer outreach or account re-engagement Skills and Attributes Good with people: friendly, professional, and able to build trust quickly Patient with customer issues, including difficult or frustrated customers Persistent in solving customer problems: follows each issue through until it is resolved Detail-oriented and accurate in data entry and record keeping Organized and reliable with follow-up Comfortable starting outbound conversations with customers Able to learn and explain scientific and product concepts in plain language Works well with others and takes ownership of results Compensation This position pays $23.00 per hour. As a non-exempt position, it is eligible for overtime pay as required by law. The employee is also eligible to earn spiffs for specific, qualifying customer re-engagement results under the company's written spiff program. Spiff eligibility, qualifying criteria, amounts, and limits are set out in the program document and may be changed or discontinued by the company at any time. Spiffs are not guaranteed. As a full-time position, this role is eligible for the company's full benefits package and paid holidays, subject to the terms and eligibility rules of each plan. Work Environment and Physical Requirements Office setting. Most of the workday is spent at a desk using a computer, phone, and headset. Ability to sit for long periods and to read a computer screen for long periods. Ability to communicate clearly by phone and in writing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Pre-Employment Screening Offers of employment are contingent on successful completion of a background check and drug screen, conducted in accordance with applicable law. Additional Information This job description describes the general nature and level of work for this position. It is not a complete list of all duties, responsibilities, or qualifications. Duties may change based on business needs. Employment with Neurobiologix is at-will. Nothing in this job description is a contract of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

Pay:

$23.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Customer Service:

2 years (Preferred) Shift availability: Day Shift (Required) Ability to

Commute:

Leander, TX 78641 (Required)

Work Location:

In person