Job Summary
CUSTOMER SUPPORT SPECIALIST
WHAT DOES THIS ROLE LOOK LIKE?
This position's primary focus is to provide an excellent experience for our tribe.
The goal of this position is to take ownership of customer (and prospective customer) issues and follow problems through to resolution with the intention of increasing conversions, satisfaction, loyalty, and retention.
The Customer Support Specialist position is an advocate on behalf of our company to our members by representing the business on a very personal level. The position is also an advocate on behalf of our customers, monitoring conversations and providing feedback to our company.
This role is a part-time, work-from-home, independent contractor position in the real estate marketing/ education industry.
The position requires candidates to attend regular virtual meetings and collaboration opportunities. This position also involves working some evenings and weekends and responding to community members outside of work hours. Also, because our business uses an online launching business model, a few times per year there will be the need to work additional hours on evenings and weekends preparing for program launches.
WHAT WILL YOUR DAY LOOK LIKE?
Our Customer Support Specialist will:
Monitor email and live chat messages via our support portal to promptly assist, solve, or support members through a question or problem (We use Help Scout as our email and chat support portal).
Monitor and reply to communications via Direct Messages on Facebook, Instagram, and YouTube (We use AgoraPulse as our social media support portal)
Enrich and maintain our self-service help center with up to date answers to commonly asked questions
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.
Develop and implement customer service guidelines and policies.
Create solutions and new ideas for issues and broken processes based on customer feedback
Ability to identify and track relevant metrics related to service level, customer satisfaction, refunds, and more.
Collaborating with the Community Team to deliver an amazing Member experience
Reporting any change in sentiment, content suggestion, or customer feedback to the proper team member
Issue refunds, update Member accounts and handle all payment and login account issues that a Member may experience while using our digital products
Please Note: If you are a full-time Realtor, Virtual Assistant, or own another business that you plan to continue to grow, please do not apply. We're looking for a superstar that's super excited to go all in with this position.
ARE YOU THE RIGHT FIT?
You are a strong fit for this position if:
You fully embrace technology and dive into any opportunity to learn new systems and ways of doing things
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 make it your mission to find ways to make other people happy
You are comfortable working in a fast-paced and high-intensity environment
Your personal and professional relationships are incredibly important to you and you find great value in staying connected
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
DO YOU HAVE WHAT IT TAKES?
You have experience in customer support
You understand and pick up technology basics quickly
You're an effective communicator, especially in writing
Your grammar and writing skills are top-notch
We prefer a candidate who is tech-savvy, quick to learn and an early adopter.
COMMUNITY INFLUENCER TEAM PERKS!
Our small team is full of talented and motivated rock stars who love logging in for work.
Work from wherever
Never work on your birthday again!
No corporate culture (Aarin left that behind years ago)!
Work alongside some of the most amazing teammates in the world!
Access to resources, books, and trainings to propel your growth
Have a question? Emergency? Bad day? We're all family and here to support you however we can!
APPLICATION INSTRUCTIONS
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! To complete the application please copy and paste https://communityinfluencer.co/csapplyvv into your browser.
We're so excited for you and wish you the best of luck!
