Sr. Customer Service Representative

Senior Customer Service Representative

We are seeking a professional, service-oriented, and passionate Senior Customer Service Representative to help transform how team members around the world experience and engage with their workplace. This role is responsible for the implementation and ongoing support of recognition programs for both clients and their employees. As a Sr. CSR, you will play a pivotal role in fostering positive workplace cultures—both at RecogNation and for our clients—by ensuring team members feel connected, appreciated, informed, and heard. This is an on-site role at our Grand Rapids, MI, location and does not include any direct reports.

Essential Duties and Responsibilities:

• Account management: Perform daily account management and customer support for RecogNation clients.
• Setting up and managing client technology platforms: Ensuring seamless integration and efficient operation of the platforms used by our clients.
• Client relations: Maintain strong relationships with assigned clients/accounts while developing a thorough understanding of their company needs and goals related to employee recognition and engagement
• Post-launch support: Resolve all inquiries and client concerns through to completion in a timely manner.
• Develop and conduct client reviews: Regularly assess program performance, identifying areas of opportunity,
• understanding client needs and sharing product ideas to meet those needs, and sharing program performance on a regular cadence.
• Collaboration with sales: Working closely with the sales team to enhance and grow our offerings.
• Custom product inventory: Work closely with clients to understand their needs and communicate product inventory needs to purchasing.
• Approve work orders: Review and approve work orders prior to being sent to production for fulfillment.
• Handle inbound telephone and email inquiries: Engaging directly with clients and employees to maintaining excellent communication and support.
• Data Analysis: Analyzing program effectiveness and employee engagement metrics to make program enhancements.
• Problem identification and resolution: The ability to identify pain points for client and offer innovative solutions.

Ideal Candidate Traits:

• Highly motivated and professional with excellent written and oral communication skills
• Highly confident and goal-oriented individual with excellent attention for details
• Excellent communication skills with employees, managers, and executives
• Ability to maintain confidential customer records and files in a professional manner
• Desire and aptitude to problem solve and handle escalated issues appropriately
• Ability to multi-task and thrive in a very fast paced environment
• Strong computer skills and proficiency in Excel, Word, and PowerPoint
• Strong ability to work with varying web technologies
• Ability to establish and maintain effective working relationships with team members and clients

Key Measures of Success:

• Effectively handle 25-45 client accounts
• Drive a 95% annual SaaS retention rate or greater
• Achieve 100% coverage with annual Health Check-In's
• Achieve a minimum feature adoption 33% or greater

Requirements:

• Associates or bachelor's degree in business administration, Human Resources, Communication or related certification such as Certified Recognition Professional (CRP)
• 1-2 years of sales or post-sales support experience and at least 1 year of client management or project management experience.
• Ability to represent RecogNation to clients with enthusiasm and professionalism.
• Strong ability to learn new technology/tech-savvy. Experience with MS Office with strong skills in Excel. Modern office practices, procedures, and equipment; English usage, spelling, grammar and punctuation.
• Demonstrated ability to communicate positively and professionally. Excellent verbal and written communication skills
• Excellent customer service skills required. Proven ability to graciously deal with all types of customers.
• Ability to work under pressure and meet strict deadlines. Must thrive in deadline-driven environment.
• Ability to define problems, collect data, establish facts, draw valid conclusions, and offer solutions.

Our Winning Culture Offers:

• A world-class work environment:
• West Michigan's 101 Best and Brightest Companies to Work for 18 times
• National Best & Brightest winner for 13 consecutive years
• 101 Best & Brightest in Wellness winner 12 times
• 7-time Great Place to Work Certified.
• Performance-based compensation commensurate with experience, including annual salary and discretionary bonus
• Stability of a privately held, employee-focused business with 41+ years of rich and diverse history
• Medical, Dental, Vision, Life, Long-Term Disability, and Short-Term Disability
• Company-sponsored 401K with vested match
• Tuition Reimbursement
• Paid Parental Leave
• Peer group of proven winners – ready to embrace the same and grow our successful business to new levels.

At Baudville Brands, we offer a challenging but rewarding work environment where employees respect and recognize each other. We are dedicated to workforce diversity and a drug- and smoke-free workplace. Baudville Brands is an Equal Opportunity Employer and does not discriminate on the basis of age, gender, race, religion, color, national origin, marital status, genetic information, height, weight, sexual orientation, gender identity, veteran status, disability or any other protected characteristic. We welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview process a great one, please let us know.