Customer Support Specialist
hace 2 semanas
**Customer Support Specialist**
**ContactPoint360 **seeking a Customer Support Specialist for one of our digital clients. This person will play a critical part in the customer journey by reaching out to customers who are blocked and helping connect them with their account team or resolve their issues in real-time.
**Responsibilities**:
- Work closely with members of the account team, along with other teams, to ensure a timely and successful onboarding process.
- Engage with customers throughout their implementation to schedule a call with the customer’s implementation manager or help collect critical information needed to fully set up the service.
- Provide pooled support to customers who do not have a full platform package, meaning they do not qualify for a dedicated account manager.
- Deploy a customer success mindset to all customer interactions and stop at nothing to provide a world-class customer experience.
- Elevate customers and internal team members by giving and receiving feedback so that we can all be better tomorrow than we were today.
**Requirements**:
- You must be capable of supporting operations in a work-from-home environment to ensure continuity of business operations in the event of natural disasters or other catastrophic events.
- American English grammar fluency.
- American English reading, writing, & grammar fluency.
- Strong knowledge of American geography, work culture, festivals and holidays, sports and social events, lifestyle, and local business operations.
- Technical efficiency of Microsoft Office and/or Google Business Suite equivalent, and strong knowledge of internet browsers. Preferably Google Chrome.
- Capable of typing at least 35 words per minute with 95% accuracy or higher
- Can follow a call script/guide while humanizing the conversation.
- Possess at least 2 years of college education or equivalent work experience
- Ability to be flexible in a changing work environment and to work well under pressure
- Understand the difference between customer success and customer service. Pushes for the right outcome for our customers vs telling customers what they want to hear.
- Not afraid to ask questions or push back on customers when appropriate. For example, if a customer who is paying for our service isn’t making time for their welcome call, these agents should be able to communicate the importance of the event and push for the right outcome (schedule the call).
The right person will have the following traits:
- A basic understanding of the principles of digital marketing.
- Ability to listen to our customer's needs and point them toward the appropriate path.
- Organized and ruthless at prioritization.
- Better than most when it comes to technology.
- Takes ownership of results.
- Naturally curious about how things work.
- Strong internal and customer-facing communication skills.
- Challenges themselves to be better each day.
- Elevates those around them to be their best self.
- Understands that their actions are representative of our entire company.
- Regularly provides feedback to peers and leaders and is open to feedback from others
**APPLY NOW**
Tipo de puesto: Tiempo completo
Salario: $2.300.000 - $3.000.000 al mes
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