Career Opportunities

Client Success Representative

Client Success Representatives are responsible for building positive customer relationships that promote retention and loyalty.  CSRs interact with clients via phone, text and email, analyze their needs and are the advocates for the client throughout the program to maximize their success.  CSRs also work closely with our internal Coaching Consultants and our external contracted Coaches by tracking coaching sessions and maintaining the integrity of client information and files.  

Primary Responsibilities: 

Junior Client Success Representative

  1. Reaches out to clients to invite, inform and register form upcoming company events.
  2. Manages a calendar for on-boarding new clients.
  3. On-boards new coaching clients by educating them on member products, services and technology to help provide a smooth transition into the Coaching Program. 
  4. Manages Salesforce cases to appropriate completion.

Client Success Representative

  1. On-boards new coaching clients by educating them on member products, services and technology to help provide a smooth transition into the Coaching Program. 
  2. Effectively responds to the needs of clients and builds positive relationships by providing information in a timely and accurate manner.
  3. Acts as a product expert and takes ownership of customer issues, elevating concerns as necessary to the Management Team. 
  4. Manages client accounts by consistently conducting quality check-in calls, monitoring daily reports and ensuring proper communication to all parties to maintain a healthy account status.
  5. Responsible for successfully handing a client load of approximately 250 – 300 clients.
  6. Effectively prioritizes daily assigned tasks, maintaining an average of 50 – 75 completed tasks per day.
  7. Demonstrates efficiency and familiarity with using cases to appropriately manage transactions.
  8. Partners with Accounting to understand, investigate and monitor client payments in order to validate client balances and ensure compliance with contract terms and conditions.
  9. Documents feedback on all clients leaving the program whether through cancellation or completion in the program.
  10. Able to maintain a calm demeanor in a high-paced environment and demonstrate emotional intelligence 

in challenging situations that may require de-escalation and expressing empathy.

  1. Participates in team meetings by adding value to conversations and proactively providing recommendations 

for improvement. 

  1. Acts as a team player by assisting and collaborating with other CSRs.

Education and/or Experience 

Bachelor’s Degree; or minimum three years’ relevant experience and/or training; equivalent combination of education and experience. 

Other Skills and Abilities 

  • Detail-oriented with excellent follow-up skills.
  • Must be able to manage, organize and update relevant data using CRM software system (Salesforce) and corporate website. 
  • Must be meticulous in dealing with contracts and records. 
  • Must be empathetic to the clients’ point of view without compromising company policy. 
  • Must be organized, punctual and responsible. 
  • Must have excellent customer-facing skills with regards to telephone and written communication. 
  • Ability to understand how to discover client needs, with the ability to up-sell by listening for customer cues for interest in or need for new product enhancements.
  • Ability to exercise good judgment and work independently as well as collaborate well with others.
  • Must maintain a high level of professionalism with internal and external clients.

Language Skills 

Fluent English language skills – written, reading and verbal.  Ability to read, analyze, and interpret documents such as operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.   

Computer Skills 

  • Strong working knowledge of Microsoft Office applications, including intermediate to advanced skills with Excel. 
  • Knowledge of social networking sites such as Facebook.
  • Salesforce or other CRM experience a plus.

Physical Demands 

  • This is sedentary work which requires the following physical activities:  reaching, sitting, lifting 

(≤25 pounds), finger dexterity, grasping, feeling, repetitive motions, talking, hearing and visual acuity.   

  • Based on your physical comfort preferences, stand up desks are provided upon request. 

Work Environment  

  • Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. 
  • The office work environment can be boisterous.  Attire is business casual. 

Travel 

  • Minimal (less than 5%).  May be required to travel overnight – by car or air – to support various events sometimes working in excess of eight (8) hours/day. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. 

Please review all position details before applying to TomFerry.

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