Customer Success Specialist

About the Success Team

The Thumbtack Service & Support Team brings the Thumbtack mission to life! We focus on providing a great experience to our users through building customer loyalty and helping professionals grow their businesses.

About the role

As a Customer Success Specialist (CSS), you bring our Thumbtack mission to life! This is a part of our outbound sales and success efforts, where you would work specifically to resolve customer plans to service their homes. By handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best representatives are enthusiastic individuals who thrive in a fast-paced revenue driving environment that builds customer trust, loyalty, and drive departmental goals.

The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.

What you’ll do

• Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
• Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects.
• Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done.
• Successfully build rapport with the customers and be able to anticipate their needs
• Identify opportunities to cross-sell additional products or services to existing customers.
• Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary.
• Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
• Proactively follow up with customers via SMS and/or email.
• Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores.
• Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties.
• Make independent and insightful decisions while keeping the customer and company needs in mind.
• Engage with team members through weekly development sessions, training, and support interactions that help build each other.

In order to be successful, you must bring

• At least 1–2 years of customer service experience, with a minimum of 6 months of outbound sales or collections exposure, preferably in the BPO or Shared Services industry
• A proven track record in high-volume sales, consistently meeting or exceeding quotas by converting customer requests into opportunities while providing an exceptional customer experience.
• Proficiency in English.
• A collaborative mindset, with a willingness to share techniques and successes with the team.
• Experience in prospecting and pipeline management.
• Previous experience with, or interest in learning about Home Services in the US
• Marketing or advertising sales experience
• Salesforce experience
• Google Suite experience