Customer Success Support Clerk

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking a Customer Success Support Clerk. This role is responsible for providing exceptional service and support to customers, ensuring their satisfaction with our products and services. This position involves managing inquiries, troubleshooting issues, coordinating with internal teams, and ensuring that customers receive the necessary assistance. This role directly supports the RMA Department, Customer Success and customers directly. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position.

This position reports to the Customer Success Manager.

Duties and Responsibilities

• Customer Support: Respond to customer inquiries via phone, email, chat, or other channels in a timely and professional manner.
• Issue Resolution: Provide expert assistance to customers by diagnosing and troubleshooting product or service-related concerns. Deliver clear, effective solutions to ensure a seamless and satisfying experience.
• Documentation: Maintain detailed records of customer interactions, inquiries, and resolutions in the customer support database. Perform document scans into our system for RMA and Customer Success.
• Product Knowledge: Stay up to date with the company’s products, services, and processes to effectively assist customers.
• Customer Satisfaction: Ensure customer satisfaction by proactively performing Customer Satisfaction Surveys via phone or email.
• Collaboration: Work closely with the RMA, Customer Success, Sales, and Technical Support teams to resolve complex issues and provide the best solutions for customers.
• Reporting: Track customer success metrics and provide regular reports on customer satisfaction and feedback trends.
• Administrative Support: Perform clerical tasks, maintaining records, and other office duties related to customer support.
• Escalation Handling: Identify and escalate unresolved issues to the appropriate team member or manager for resolution.
• Other: Perform other duties as assigned.

Qualifications & Competencies

Employment Eligibility & Verification:

All applicants must be able to provide proof of eligibility to work in the United States. Employment is contingent upon the successful completion of the I-9 form, as required by federal law. Additionally, candidates will be required to undergo an employment verification process before beginning work. Please note that we do not offer sponsorship for work authorization (e.g., H-1B, TN, or other visas) at this time.

• Education: High school diploma or equivalent required.
• Experience: Previous experience in customer service, administrative support, or a related field is preferred.
• Skills:
  • Strong communication and interpersonal skills.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • Ability to multitask and prioritize effectively.
  • Problem-solving and troubleshooting skills.
  • Experience with CRM software (e.g., Salesforce) is a plus.
• Attributes:
  • Detail-oriented with strong organizational skills.
  • Positive attitude and customer-focused mindset.
  • Ability to work independently and as part of a team.
  • Strong time management skills and ability to meet deadlines.

Working Conditions

• The working conditions for this position are in a climate-controlled office setting.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• First day coverage of all benefits - no waiting period
• No premium medical, dental and vision insurance – working spouse must take major medical at their place of employment if offered
• On-site health clinic
• Basic Life (2x annual base salary at no cost)
• Optional Life and Accidental Death and Dismemberment (AD&D) insurance
• Short-Term and Long-Term Disability insurance (no cost)
• 401(k) Plan with up to an 8% company match
• FSA for Health Care and Dependent Care
• 10 Paid annual holidays plus vacation time
• Educational Reimbursement Program
• Scholarship Program
• Optional Gym Membership

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