Job Summary
Do you love helping people? We're looking for a rock star Customer Service Coordinator to assist our Customer Service Team! The goal of this role is to provide top-notch customer support for our community so they can enroll and thrive in our online learning programs.
Results (Expected Accomplishments)
* Assist the Customer Service Team
* Help support email, live chat, and social media support channels
* Help optimize saved replies
* Help decrease customer service tickets
* Help increase customer service satisfaction
* Help decrease refund rates
* Help decrease credit card decline rates
* Capture customer service success KPI data
Responsibilities (Tasks Associated with the Role)
* Capture Customer Service Team KPI data daily
* Help the Customer Service Manager and Specialists
* Manage the access and removal of Facebook Group membership daily
* Help monitor and optimize the quality control of customer service tickets
* Help with email replies and live chat messages in Helpscout
* Help with replies on social media, ads, and direct messages in AgoraPulse
* Help optimize and maintain our self-service help center with up-to-date answers to commonly asked questions
* Help develop and implement customer service guidelines and policies
* Help create solutions and new ideas for issues and broken processes based on customer feedback
* Stay up-to-date with changes in our processes, sales funnels, marketing copy, and other company news to anticipate problems and keep support on brand
* Track relevant metrics related to quality control, customer satisfaction, refunds, failed payments, and more
* Report any change in community sentiment, content suggestions, or customer feedback to the proper team member
* Help process refund requests, updates to member accounts, and payment failures when the Customer Service Team encounters them
* Conduct routine audits to ensure that only paying students have access to our programs and paid Facebook Groups
Requirements (Expected Proficiencies)
* You have experience being on a Customer Service Team
* You have experience being on a remote team in a startup or tech environment
* You have experience supporting online courses, coaching programs, or products
* You love people and truly care about their success
* You are extremely organized, delight in the details, and you don't let little things slip through the cracks
* You're extremely tech-savvy
* You're an effective communicator, especially in writing
* Your English grammar and writing skills are top-notch
* You make it your mission to find ways to make other people happy
* You are comfortable working in a fast-paced and high-intensity environment
* Due to the nature of the 24/7 marketing cycle in the online marketing world, the tasks required in this role will rarely, if ever, fit into a typical 9-5 workweek. However, there is plenty of freedom and flexibility to take care of personal tasks as well as carving out time to recharge as necessary.
* During launch periods (typically a maximum of two weeks at a time), the whole team goes into the all-hands-on-deck mode. This means evenings and weekends until the job is done, and it may even mean doing tasks that aren't normally contained within the job description of this role. For many, this can be some of the most challenging and rewarding work that we do.
* Your personal and professional relationships are incredibly important to you and you find great value in staying connected
* You're familiar with social media marketing and Facebook Group Management
* You are familiar with Kajabi, Samcart, Active Campaign, Asana, Process St., Helpscout, AgoraPulse, and many other tech tools
* You're creative, design-focused, and stay on-brand
* You would never utter the words That's not my job - instead you always jump in to help, no matter what
* You welcome the opportunity to work on your own, but can easily switch gears to work inside a team
* You love any and all opportunities to over-deliver on your commitments
* Your past employers would call you a natural go-getter. If you can do better work, you will always rise to the challenge
* You are inherently compassionate and believe that most people are doing the very best they can
* You jump at the chance to grow, both professionally and personally
This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.
Compensation:
12$-15$/hr Based on experience
Community Influencer Team Perks
Our small team is full of talented and motivated rock stars who love logging in for work. But these perks help a little too...
* 6 Weeks Paid Time Off
* 8 Paid, Company Observed US Holidays
* Never work on your birthday!!!
* Work From Wherever
* Alternate Work Schedule
* Performance Bonuses
* Amazing Health Insurance
We will be considering candidates for this Contract to hire opportunity who live in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Mississippi, Missouri, New Mexico, North Dakota, Oklahoma, Tennessee, Texas, Utah, Vermont, Wyoming
If you want to step into a role with a ton of potential, like to dig in and get stuff done, and have an entrepreneurial spirit, this is the role for you! We're so excited for you and wish you the best of luck!
