Customer Success Representative

Regular
Non-Exempt

GENERAL DESCRIPTION:
Works as a service liaison, proactively addressing the needs of our members from the Classicare line of business through
special initiatives and campaigns. Responsible for closing the service cycle and strengthening the relationship with members at
every interaction, promoting retention, loyalty, and member experience.
ESSENTIAL FUNCTIONS:
•Performs outbound calls for tactical and initiative campaigns, according to quality and service standards, guaranteeing
that members feel supported and valued.
•Provides proactive service and support to members, guaranteeing their needs are fully met beyond their expectations.
•Support other internal service units and departments to continue optimizing processes and innovative solutions that
promote customer retention and loyalty.
•Analyzes the service situation of each member before contacting them, to identify the opportunity in the service area
to be impacted and establish the course of action to be followed.




•Guides and documents the concerns received from members. Refers them to the corresponding units if necessary,
ensuring that the appropriate orientation is provided and that the service cycle is closed.
•Takes part in the distribution and collection of information from satisfaction surveys to obtain feedback from
members and continue to adapt strategic plans based on the results.
•Actively listens to members, confirming and/or clarifying information, and guarantees that the need presented is
addressed.
•Responsible for creating customer bonding by addressing their needs to foster retention and keep customers happy.
•Uses and complies with the established rules of telephone etiquette on each call, fully following the authorized scripts
provided to guide correctly and ensure customer satisfaction.
•Documents in Customer Relationship Management (CRM) platform all the steps taken to complete the service cycle.
•Complies with the correct use and requirem

📌 Customer Success Representative (San Juan)
🏢 MCS Healthcare Holdings, LLC (MCS)
📍 San Juan