Client Success Associate - Urban Science Applications, Inc.

Overview and Summary

We are Automotive Business Scientists. We empower our clients to turn overwhelming industry data into discovery, action and measured success.  We are unique market leaders because we find and examine possibilities through the clarity of a scientific lens. To solve the toughest client challenges, we need curious, creative and dedicated people to join our team. 

We search out individuals who align with our core values and who adhere to the highest standards of integrity and ethics in everything they do.  Our company is filled with the brightest minds and the biggest hearts at every level. We recognize that personal success takes on many different forms of the course of our lives – both professional and personally – so we provide a myriad of benefits and programs focused on Wellbeing, Growth, Community and Recognition.  One size does not fit all, so we encourage every Urban Scientist to discover their own formula for success.  If this sounds like the kind of company you would like to work with, Apply Now!

SUMMARY:Under direct supervision, the Client Success Associate provides real-time support via phone/chat/email to automotive clientele and consumers. Responds to, research, diagnoses, and resolves problems through real-time discussions/chat with users. This role contributes to client satisfaction by fostering positive dealer relationships and minimizing customer pain points.

Workplace flexibility has taken on a whole new meaning here at Urban Science. The requirements of each team, role and employee can look quite different. Leaders work with their teams to determine the right balance for working in-person and remotely, considering the needs of the business, our clients, cross-functional projects, individual work, and individual preference.  This role has current Hybrid Workplace flexibility local to our Detroit, MI office location. Candidate must be available and willing to work in-person one day per week, and ad hoc as needed.

URBAN SCIENCE DOES NOT AND WILL NOT PROVIDE IMMIGRATION RELATED SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE.

Essential Duties and Responsibilities

• Serves as first point of inbound client support, handling phone, email, and chat customer inquiries promptly and effectively in a fast paced, team-oriented environment.
• Provides inbound support for automotive clientele regarding general customer service inquires within established SLAs.
• Responsible for resolving less complex problems immediately, escalating more complex problems to Client Success Specialist / Senior Specialist when needed.
• Records all inquiries and client touchpoints in Salesforce. (Zendesk and SalesForce)
• May provide ad hoc support for reporting requests.
• Helps team identify process improvements and optimization.
• Proactively communicates to management to provide updates and report issues in a timely manner.
• Works with manager in completing own annual goal setting and performance review in a timely manner.
• Works with manager to prioritize other duties as assigned.
• Collaborate with our fraud team to identify and track fraudulent activity.
• Provide support for multiple solutions in and out of our organization. Following multiple processes and escalation protocols.

Qualifications - Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Strong attention to detail is necessary.
• Working knowledge of Microsoft Word and Outlook required.
• Verbal Communication: Requires the ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
• Written Communication: Requires the ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure.
• Analytical Thinking: Requires the ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way.
• Results Oriented: Requires the ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
• Ethics & Integrity: Requires the ability to behave in a trustworthy & transparent manner.
• Teamwork & Cooperation: Requires the ability to work cooperatively with others and be part of a team.
• Self-Control: Requires the ability to keep emotions under control and to restrain from negative actions or behaviors
• Initiative: Requires the drive to go above and beyond to improve or enhance job results.
• Customer Service: Requires the ability to understand and help/assist both internal and external customers and meet their needs.
• Flexibility/Adaptability: Requires the ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives. This is a hybrid role; you must be able to work in our Detroit office.
• Relationship Building: Requires the ability to effectively build and maintain friendly, warm relationships or networks of contacts with clients/customers.
• Time Management: Demonstrated ability to prioritize competing demands and manage multiple concurrent tasks is required.
• Strong Problem-Solving Abilities: Being able to use context clues to problem solve on the fly and help reach resolutions in a short timeframe.

EDUCATION and EXPERIENCE

• Must possess a combination of education and experience as follows:
• University degree preferred from an accredited college or university, or equivalent foreign institution.
• Prior customer service-related experience preferred.
• Technical Skills: Being able to work using multiple screens, stay organized using multiple software at the same time, including basic computer skills like copy and paste, type at a fast rate for quick responses, and assisting with technical issues.
• Dealership or Automotive industry knowledge/experience preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:None

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This description is intended to describe the type and level of work being performed by a person assigned to this position. It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond the normal 40-hour workweek.