Customer Success Representative

Position Summary/Objective

The Customer Success Representative is responsible for delivering unparalleled customer service by consistently exceeding expectations and building strong and lasting relationships through open communication, reliability, and a customer‑centric approach. You will provide prompt and efficient assistance to meet the ever‑evolving needs of Marco’s valued customers and employees.

• Handle and prioritize incoming client calls, emails, and correspondence efficiently, assessing the urgency and severity of issues to set priorities. Record and assign tasks accordingly.
• Provide prompt and detailed communications to internal and external clients.
• Review accounts for upsell and cross‑sell opportunities and escape as necessary.
• Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing the need for further escalation.
• Maintain contact center expectations.
• Verify and maintain client contact and database information.
• Function collaboratively as part of a fast‑paced, client‑oriented team.
• Develop and support best practices and operational procedures to create efficiencies.
• Maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
• Uphold business ethics by supporting Marco’s vision, mission and values.
• Exemplify the Gold Standard Experience through every interaction.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the employee handbook.
• Perform other related duties as assigned.

Education and Experience:

• High school diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience.
• 0–3 years of experience in Customer Service or a related field preferred.

• Natural aptitude for outcome‑based reasoning.
• Demonstrate excellent verbal and written communication skills with internal and external customers.
• Self‑starter, ability to plan and implement sales strategy with limited supervision.
• Ability to thrive in a competitive, goal‑driven environment.
• Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity.
• Ability to prioritize responsibilities and operate with changing priorities.
• Demonstrate ability to work effectively and professionally with all types of people and situations.
• Demonstrate strong attention to detail to ensure accuracy and quality.
• Strong desire to help others achieve success, anticipate needs and take initiative to ensure positive sales outcomes.
• Proficient with business collaboration tools including Microsoft Office Suite, CRM and company specific programs.

$19.10 - $27.70 hourly