Customer Service Superstar
The key objective of the Customer Service Superstar is to provide exceptional service to our existing and prospective clients. This will be primarily measured by how quickly we respond to inquiries coming in (response time) and how long it takes us to resolve the inquiries (resolution time).
The secondary objective of the CSS is to help the CEO determine which incoming inquiries require her response, in what level of immediacy. This will be primarily measured by how smoothly we clarify those things which don’t concern her (discernment) and pass onto those that do, ensuring they get a reply (communication).
The Customer Service Superstar has a good understanding of launching and delivering online programs, a general grasp of online marketing, and possibly some knowledge of the style blogger space. These areas of background will help them to discern between incoming requests, as well as help our students more readily. The ideal candidate for this role:
Highly organized and loves creating processes for streamlined workflow
Strong natural writing ability to mimic that of our brand
Describes themselves as loving customer service and believe it’s a vital foundation of a respected brand
Time Commitment: Approx. 10 to 20 hours per week
Respond to customer support inquiries via email and social media
Provide real-time support during company virtual events (i.e. webinars and tele-classes)
Manage company email inboxes (i.e. categorize and/or forward incoming messages)
During peak times (i.e. when we are launching a program or product), a minimum of 50 to 60 inquiries may come into the company email inbox every day. We commit to addressing all inquiries via email and social media within 24 hours. Our goal being “Inbox at zero” by the end of each business day.
As the first point of contact for many of our customers and prospective clients, addressing their needs and questions in a prompt, professional and courteous manner is of utmost importance.
Real-Time Support During Events
During our online, virtual events, you will provide real-time support to those who reach out via email or social media because they’re experiencing issues connecting to the platform (i.e. GoToWebinar, EasyWebinar, etc.) or other technical difficulties.
Our virtual events typically occur Monday through Friday between the hours of 9am and 6pm ET. Occasionally, there may be an event scheduled in the evening or over the weekend which will require your support.
Email Inbox Management
All emails coming into the inbox will be categorized and filed/stored accordingly. Often, an email will need to be forwarded to the appropriate team member who has the knowledge and/or authority to handle the request.
As the Customer Service Specialist, you will keep the company inboxes clean and organized ensuring we meet our goal of “Inbox at zero” by the end of each business day.
The Ideal Candidate for this Role:
Has exceptional customer service skills
Manages details and time efficiently
Has excellent oral and written communication skills
Knows when and how to ask questions
Is comfortable working independently as well as with a team
Must be willing to learn new skills as needed
Has office space and equipment to work successfully in a virtual environment
IMPORTANT: To be considered for this role, you must have reliable computer/internet at your place of residence.
The Customer Service Specialist must be proficient in using the following tools and applications:
Google Apps (Mail, Drive, Docs, Spreadsheets, etc.)
MS Office (Word, Excel)
The Customer Service Specialist must have a good understanding of the following tools and applications:
Social Media (Instagram, Facebook, Twitter, YouTube, etc)
The Customer Service Specialist must be willing to learn the following tools and applications:
Ontraport (Email Marketing)
Teamwork (Project Management)