Customer Success Associate

Position Overview

This position will proactively work with members to understand their business needs and help them find success using the organization’s products and services. This position works in a hybrid environment primarily based in our Austin, Texas headquarters, with occasional travel to other locations as needed.

Key Responsibilities

• Make members successful by effectively resolving inquiries through multiple support channels (phone, chat, email, and walk-in).
• Take ownership of technical issues and member problems from initial support inquiry to final resolution by proactively researching issues, tracking escalations, and confirming member satisfaction.
• Compose thoughtful, personalized responses to a variety of customer requests.
• Triage incoming requests and spot trends in member issues to flag for the rest of the team.
• Identify, reproduce, and document issues for escalated product support.
• Contribute to the ongoing learning and success of your team by helping create documentation.
• Explain technical problems succinctly and clearly.
• Adapt and maintain professional courtesy in a dynamic, high support environment.
• Understand member and MLS data structures for the delivery products and services.
• Coordinate the distribution, use, and control of Supra products among ABoR members, including issuing and troubleshooting Supra keypads and lock boxes, assisting callers, and performing reprogramming as needed.
• Provide other department services, such as offering MLS rules and general policy information, supporting content licensing programs, and promoting products and services to members, staff, and third party vendors.
• Provide retail sales support in our three locations as assigned.
• Complete special projects as assigned.

Required Qualifications

• Ability to communicate with clarity and organization through email and verbally.
• Demonstrated technical proficiency, including learning and navigating complex systems, troubleshooting common issues, and effectively using role-relevant tools and platforms.
• Ability to manage difficult or emotional customer situations.
• Ability to meet attendance and punctuality guidelines.
• Ability to travel to work at any one of the two satellite locations and headquarters.
• Ability to work in a hybrid work environment, from home and in-person.
• Ability to appropriately handle normal stress and interaction with others.
• Ability to demonstrate each of the ABoR Core Competencies.
• Education/Experience: Associate's degree or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.

Benefits & Perks

• Health, vision, and dental coverage effective on the first day of the month after your start date.
• Eligibility for 401(k) plan, HSA, and flexible spending accounts subject to plan terms.
• Eligibility for company-paid benefits such as life insurance, short- and long-term disability, and long-term care, subject to applicable waiting periods.
• Company-paid holidays and two floater days.
• Paid sick and vacation time earned on an accrual basis.