Job Description

Requisition #: 20830
Functional Area: Administrative Support; Client Service
Employment Type: Full-Time
Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid
Work Hours: Monday - Friday 8am - 430pm

Position Summary

J. J. is hiring a Customer Success Specialist to join our Consulting Services team! J. J. Keller was founded over 70 years ago and we serve 500,000+ companies with solutions and expert insights to help create safe work environments and simplify the complexities of compliance. 

As a Customer Success Specialist, you will act as a point of contact for our clients for routine support issues, be responsible for sourcing hotels for client training events and offer administrative support to the Consulting team. 

J. J. Keller offers many great benefits!

• Annual Reviews, Merit Increases & Quarterly Bonus Program Paid Out When Company Goals are Met!
• Medical / Dental / Vision Insurance
• Tuition Reimbursement, eligible your  FIRST DAY
• 401(k) with Employer Match + Company-Funded Annual Profit Sharing
• 17 Days Paid Time Off (PTO) + 8 Paid Company Holidays + 1 Paid Floating Holiday

There are so many things to love about our home office in Neenah, WI:

• Jean-friendly environment, every day of the week!
• Café that offers breakfast, lunch and multiple a la carte items
• Free Onsite Wellness Clinic for those associates near our corporate office + free telehealth coverage for all associates
• Free access to our onsite Fitness Center + additional 24/7 access to FLEX by Fitness on Demand to enjoy workouts at home. 
• Near 1-mile long walking trail that wraps around the campus 
• Multiple collaboration stations 

Job Responsibilities

• Establishes and maintains relationships with assigned clients and manages client relationship. Serves as the primary interface between J. J. Keller and the client, to inlcude such tasks as:
  • Frequently contacting assigned accounts to build/enhance relationships and clients’ understanding of the service.
  • Successfully transitioning clients to subscription services, ensuring that they understand the service and roles/responsibilities.
  • Providing assistance with billing issues, ordering training content/supplies, etc. 
• Conducts quarterly follow-ups with subscription clients and engages Driver Training Managers and Driver Trainers as warranted.
• Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
• Documents all calls (phone and emails) including contacts, suggestions and resolution to issues.
• Identifies service enhancements based on customer feedback for continuous improvement of the solution and provides feedback to key stakeholders.
• Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
• Proactively identifies at-risk clients and develops strategies to improve satisfaction and retain the client.
• Regularly collaborates with Sales and Sales Leadership to provide visibility to client issues and promote future business.

Qualifications

Experience:

• 2+ years of customer service experience, preferably in a high-volume, service environment.

Education:

• High School Graduate or General Education Degree (GED.

Other Skills/Qualifications:

• Must be proficient in the use of a PC and MS Office Suite.
• Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
• Effective time management to balance needs of escalated clients, while engaging with entire account base.
• Commitment to providing outstanding client service.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required, depending on assignment.

We Protect People & The Businesses They Run™

Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business – from our founding as a one -man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.

J. J. Keller Career Stories : Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.

J. J. Keller Earns 8th Great Place to Work Certification™: Click HERE to find out what makes J. J. Keller great.

J. J. Keller Certified as a Top 100 Most Loved Workplace® in America: Click HERE to find out why our associates LOVE working at J. J. Keller.

2024 Top Company for Women to Work for in Transportation: Click HERE to learn more about this prestigious recognition.

If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

Professional Referral Program: Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Program   and you will earn a  cash payment  if your referral is hired.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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