Customer Support - Premium Support

Avetta

Orem, UT, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/14/2021
  • Website: avetta.com
  • Company Address: 17701 Cowan #140, Irvine, CA, 92614

About Avetta

Avetta is building the connections that build the world.

Avetta provides a cloud-based supply chain risk management and commercial marketplace platform. Our global solution is uniquely designed to connect the world’s leading organizations with qualified suppliers, driving sustainable growth. We build trustworthy bonds through responsive technology and human insight. Our process is collaborative. Our global reach is complemented by our local expertise.

Job Description

Premium Support Team - Sr. Supplier Success Professional, supports High Value Suppliers model. Using in-depth knowledge of the Connect and Salesforce platform to manage the compliance information of Suppliers by communicating via mail, telephone, or personally to meet specific compliance requirements of clients. Responsible for the accurate processing of supplier documentation. This position will have emphasis on high value clients as determined by the business. This will include but is not limited to compliance focused campaigns and new client onboarding. They are expected to be experts in their role and mentor to the others.  

RESPONSIBILITIES: 

  • Professionally respond to customer service needs of Avetta customers via Phone, Chat, Email, Voicemail, SMS, and any other active service channels as assigned and needed.
  • Extensive knowledge of Client requirements, including but not limited to Insurance, OSHA, MSHA, Safety Manual, etc.
  • Provide Avetta Customers with World-Class service
  • Responsible for working directly with Suppliers to collect compliance information and increase overall compliance percentages and ongoing relationship with Suppliers and their compliance information.
  • Work with Suppliers to ensure that their information (“file”) is complete and correct
  • Work with third parties on Supplier’s behalf (e.g., insurance agents) when applicable, to collect compliance information.
  • Handle customer escalations and service recover efforts
  • Serve as a subject matter expert in Connect, Salesforce, and other Avetta used platforms. Assist with training others.
  • Other duties, tasks and projects as required.

METRICS THAT MATTER:

  • Customer Satisfaction (CSAT) Survey Scores
    • Personal and team CSAT scores
  • Core Inbound and Outbound servicing metrics
    • Phone & Chat Wait times
    • Abandon %
    • Service Level
  • Quality
  • Compliance & Completion
  • Campaign specific metrics and reporting’s
  • Productivity

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.