Job Description

About DRG:

We are Data Research Group, the essential toolkit for cost-effective business data management. At DRG, we specialize in data management solutions for Organizations of the Building Trade and Industry at every level — and it’s all in one place.

From contracts to communications, our comprehensive index of online solutions delivers everything needed for better flexibility and functionality. Our platform is designed to make businesses more productive, competitive, and affordable to run.

About the Role:

The Client Success Representative is central to driving the success of customer relationships at DRG. This full-time position is critical and responsible for assisting DRG’s clients professionally. Under the direction of the Client Success Manager, this role partners with the team to understand and execute the organization's strategy, particularly concerning current and future client interactions. The Client Success Representative carries out responsibilities in phone support, client onboarding, documentation, system training, and in the help desk ticketing system.

Essential Duties/Responsibilities

Duties include, but not limited to:

• Answer and screen phone calls in a professional manner and route calls as necessary
• Answer support tickets using practical written communication skills to collect and achieve an understanding of the client's request and direct them on how to leverage the system functionality best.
• Answering support calls to assist clients with day-to-day questions
• Triaging and documenting bug reports and escalating to the technical team.
• Assist with, and sometimes lead, client training calls on system best practices, how to functionally use the system, how to manage data.
• Assist with onboarding clients into our system to ensure that they are meeting their goals and comfortable rolling out new processes to their customers.
• Create documentation and call notes for client calls
• Create queries, Excel reports, and PDF/Designer reports
• Testing new features before their release to ensure that they function as planned
• Maintain effective working relationships with the team and clients
• Prepare and gather content for meetings as applicable
• Assist with DRG “all hands” duties

Skills and Qualifications:

• 1-3 years of customer support experience required
• Highly organized, systematic, and detail-oriented
• Ability to act with integrity, professionalism, and confidentiality
• Self-motivated and able to complete tasks accurately and timely with minimal supervision
• Comfortable job-shifting and handling multiple requests from different individuals and departments
• Prolonged periods of sitting at a desk and working on a computer
• Ability to interface well with the team and clients
• Strong verbal and written communication skills
• Proficiency in Google Suite products, especially Google Calendar
• Experience using business email services, such as Gmail
• Ability to troubleshoot, identify, and document bug reports/errors
• High level of comfort learning new software tools and databases
• Previous experience with or an ability to learn common business applications such as modern phone systems, screenshot software, and instant messaging.
• Must be willing to travel if required

The position reports to a Client Success Manager

This is a full-time role. Typical hours are 9:00 a.m. - 5:00 p.m. Monday - Friday, with occasional evening and weekend hours to support clients or work onboarding events.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Disability insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave

Schedule:

• Monday to Friday

Travel requirement:

• Travel

Experience:

• Customer service: 1 year (Required)

Work Location:

• Hybrid remote in Culpeper, VA 22701

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