Customer Success Agent Trax Retail (Remote)

About The Role

The Customer Success Agent is 100% CUSTOMER SERVICE-VOICE ORIENTED as taking calls represent the biggest percentage of their daily tasks. The Customer Success Agent is responsive, thorough, helpful, and communicative, and will have an intimate knowledge of Trax Retail data applications to provide quick resolutions, create clear and efficient instructions, and provide data points for our application users.You will also work with our data team to ensure reportable data collection. Successful coordinators bring strong communication, planning, and analytical skills to accomplish day-to-day tasks in this role. Coordinators should be prepared to work collaboratively in a cross-functional environment with remote teams. This is a deadline-driven role where on-time delivery is imperative. This job requires exceptional ability to read, write and speak in the English language at a fluent level including comfort in utilizing retail-industry language and slang.

WHAT YOU WILL DO?

The tasks include but are not limited to:

• Taking calls (85% of the work load is designated to taking calls) from representatives through different communication platforms
• Assisting the workforce with multiple issues and concerns including: App issues, payment questions, clarify scope of work for successful completion, investigate and resolve disputes, granting extensions for work completion, communicating updates from the field to the project teams, and updating account information
• Experience in working simultaneously with customer service using voice, sms, chat and email
• Responsible for comprehending project objectives and adapting to changing workflows to further aid in providing quick and clear guidance for the workforce, using internal tools
• Clearly and effectively communicate with all stakeholders
• Meet daily and weekly goals to aid in workforce satisfaction and time to complete
• Execute tasks as needed to help achieve Field Rep Success, leading to the client success – lead by doing!

WHO YOU ARE AND WHAT DO YOU BRING TO THE TABLE?

• 2 years of customer service experience handling voice, chats, emails, or any other non-voice support channel
• A strong grasp of reading and writing in the English language utilizing a native vocabulary of North America is required. A more broad vocabulary including language from specific North American regions is a plus, but not necessary
• Excellent written skills regarding software applications, mobile applications, user navigation, and versions of releases
• Attention to detail and excellent knowledge of documentation and structuring instructions
• Proficient with MS Office, experience in Jira or other project management software, and/or experience with software to author/proof/edit software preferred
• A foundational understanding of retail, retail distribution, and/or retail merchandising
• Comfortable analyzing data, asking questions and seeking solutions
• Highly organized, ability to manage multiple priorities simultaneously
• Collaborative attitude in planning and working

WHO WE ARE?

Trax Retail is one of the fastest-growing retail merchandising companies in the world. Survey Merchandisers complete more than 90,000 store visits each month, including shelf audits, restocking, planogram maintenance, display assembly, product demos, brand representation, and resets. Merchandisers enjoy flexible schedules, working in a fast-paced environment, and helping great brands improve their in-store execution. Trax Retail not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

Alia Services is one of the renowned recruitment and payroll services companies that operate remotely. We offer one-window solutions for entrepreneurs, small-medium enterprises, companies, corporates, and candidates. With us, a company can shape its organizational goals and objectives into reality by acquiring exceptional human capital with an easy and fast paced recruitment process.

WHAT DO WE PROVIDE?

• Full time positions with the potential for overtime
• 100% remote positions
• Competitive compensation package
• An inclusive, fast pace exciting environment culture offering accelerated professional growth
• 1-on-1 coaching with feedback sessions, mentorships, and leadership development programs
• Opportunities for cross-functional development

HOW ARE WE DIFFERENT?

Historically, outsourcing companies have valued profit over people and compensated for high turnover by underpaying employees. We want to change that. Alia Services not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.

Diversity, Equity, and Inclusion are more than a commitment for Alia Services– it is the foundation of what we do. Through diverse networks and pipelines, we have a clear vision: to create a Great Place to Work for All. We believe inclusion includes you. Be who you are at Alia Services.

Equal Opportunity Employer Minorities/Women/Veterans/Differently Abled.

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