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Emerge Global Reach


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Are you looking for the opportunity to make an impact?

Customer Success Representative II

Location : USA
Industry : Manufacturing

Job Description:


Emerge is a fast-growing
business services enterprise firm headquartered in Rochester, NY. We are a
collection of people who care deeply about working together to solve our
clients’ consulting, staffing, and managed service’s needs.
  Our company’s values embody the excellence
and drive we provide our clients.
value authenticity, personal connections, and the power of people to change the
future of business.

We are seeking highly motivated individuals
who have a passion for delivering an amazing customer experience to work with
our fast-growing Rochester, NY manufacturing client.
  In this role, you will facilitate the return
of their leased assets and support inventory management by engaging with
customers via inbound and outbound calls, collecting information, and entering the
data/information into the CRM to ensure data integrity.

Job Responsibilities

  • Deliver the highest
    level of Customer Service daily
  • Manage, direct, and
    resolve a heavy volume of outbound/inbound calls from customers throughout the
  • Track, trace, document
    and arrange retrieval of assets
  • Maintain data integrity
    within the company’s CRM (Salesforce)
  • Identify customer
    needs, investigate situations, and provide solutions
  • Diffuse difficult
    customer interactions
  • Multi-task compelling
    priorities in a professional and efficient manner
  • Follow the Customer
    Success Team’s SOP’s when handling different topics including:
      tracking, documentation, and metrics
    associated with asset retrieval utilizing Microsoft Excel and CRM (
  • Interface with multiple
    internal business functions
  • Collaborate with team
    members and coordinate solutions for customers
  • Establish and maintain
    strong customer relations with both internal and external customers
  • ​Perform other tasks, as assigned



  • Experience in a
    customer support role and/or call center utilizing Inbound/Outbound calling for
    customer outreach

  • Familiarity with CRM systems
    and practices

  • A proven track record
    of exceeding expectations and quotas

  • Customer-focused and
    service oriented

  • Associates Degree
    preferred; but not required

  • Excellent
    problem-solving skills and a willingness/desire to research information to find
    solutions to problems

  • Persistence to resolve
    challenging tasks

  • Tolerance for repetitive
    work in a fast-paced, high production work environment

  • Outstanding interpersonal,
    public relations, and oral presentation skills

  • Well organized and
    driven to achieve goals

  • Solid decision-making,
    problem resolution and creative thinking skills

  • Self-starter, motivated
    and driven to exceed goals

  • Strong computer skills
    in Excel and CRM experience

Work Environment

  • No relocation and no travel
  • Monday-Friday work week
  • Hours:  9:30AM-6:00PM
  • On-site, office and
    warehouse environment

  • Comprehensive benefits
    package including health, dental, vision, and 401(k)

  • Applicants must be
    currently authorized to work in the United States on a full-time basis.



seeks, in all its operations, to employ individuals for available positions
based on their qualifications, working knowledge, and competency. Emerge has a
continuing commitment to ensure that fair and equal employment opportunities
are extended to all qualified persons without regard to race, color, religion, sex, sexual orientation, national origin, citizenship,
immigration status, age, disability, veteran status, predisposing genetic
characteristics, familial status, marital status, domestic violence victim
status or any other protected characteristic or based on their relationship or association with members of a protected
class. Emerge is committed to diversity in its most inclusive sense.”