Customer Service Representative

**Marketing Customer Service Representative (CSR) - Remote Position**

**About Search Click Grow**

We are a specialized marketing agency dedicated to helping contractors and home service professionals grow their businesses through strategic marketing, lead generation, and business coaching. Our mission is to elevate the contracting industry by providing world-class marketing solutions and business guidance.

**Our Core Values**:

- **Integrity**: We do what we say we'll do, when we say we'll do it
- **Family**: We treat our team and clients like family, with care, respect, and genuine concern
- **Focus**: We maintain laser focus on what matters most for our clients' success

**Position Overview**

We are seeking a detail-oriented, proactive Customer Service Representative to join our remote team. This role is critical to our client success and requires someone who can manage multiple communication channels, handle support requests efficiently, and maintain our high standards of client care.

Time Zone: Eastern Standard Time (EST) - Must be available during core business hours

Employment Type: Full-time, Remote Reports To: Customer Success Manager (Michael)

**Key Responsibilities**

Communication Management
- Handle support ticket system with appropriate prioritization and routing
- Maintain 24-hour maximum response time for all client communications
- Mark messages as read only after all required actions are completed Client Support & Issue Resolution
- Process support tickets using our traffic light priority system (Green/Orange/Red)
- Resolve Green-level issues independently (simple requests, basic troubleshooting)
- Escalate Orange-level issues to Customer Success Manager (strategy-related)
- Immediately escalate Red-level issues (billing, major problems, cancellations)
- Create detailed tickets with proper department assignments and tags
- Follow up on all open tickets until resolution Client Onboarding Support
- Gather onboarding information from new clients
- Input client details into project management systems
- Test client access to ensure proper setup
- Update project documents with accurate client information
- Coordinate with delivery teams for smooth onboarding process Administrative Tasks
- Research client context before responding (review project docs, notes, tasks)
- Update client records and maintain accurate information
- Generate reports as requested by management

**Required Qualifications**

Technical Skills
- Proficient in English (written and verbal) - C1 level minimum
- Experience with CRM systems (GoHighLevel preferred, but will train)
- Basic understanding of marketing concepts and contractor/home service industry
- Ability to learn new software platforms quickly Professional Qualities
- Exceptional attention to detail and organizational skills
- Strong problem-solving abilities and critical thinking
- Excellent written communication skills
- Ability to work independently with mínimal supervision
- Proactive approach to identifying and resolving issues
- Customer service mindset with genuine care for client success Work Ethic & Culture Fit
- Reliability and consistency in daily performance
- Ability to handle multiple priorities without dropping tasks
- Commitment to following processes and procedures
- Team player who communicates openly about challenges
- Growth mindset and willingness to learn and improve
- Alignment with our core values of Integrity, Family, and Focus

**Preferred Qualifications**:

- AMA Professional Certified Marketer
- Client Support Experience
- Senior Customer Service Representative (Marketing Agency)

**Traits That Appeal**:

- **Emotional intelligence**: Emphasize the value of empathy, active listening, and tone control.
- **Data fluency**: Ability to interpret customer feedback, and engagement metrics via CRM platform.
- **Creative problem-solving**: Encourage initiative in resolving issues and improving processes.

**What We Offer**

Compensation & Benefits
- Competitive salary: (based on experience)
- Performance-based bonuses for exceptional client satisfaction
- Paid time off (15 days annually)
- Colombian national holidays observed (18 days)
- 3-5 paid sick days per year
- Professional development opportunities and training
- Access to our coaching program resources Work Environment
- 100% remote position with flexible schedule within EST business hours
- Collaborative team environment with regular check-ins
- Modern tools and technology provided
- Opportunity to work with growing US-based marketing agency
- Clear advancement opportunities as company grows

**Success Metrics**
- Client response time
- Ticket resolution rate and accuracy
- Client satisfaction scores
- Communication quality and professionalism
- Proactive issue identification and resolution
- Adherence to company processes and procedures

**Application Process**

Please submit:
1. Resume highlighting relevant customer service and CRM experience

2. Cover letter explaining why you'r