Client Care Associate

3 months ago

Green Bay, United States Forever, Inc Full time
Job DescriptionJob Description

Company Overview

FOREVER is the world’s only complete permanent and trustworthy memory-keeping platform on the internet. FOREVER provides a suite of applications for web, desktop, and mobile to help families save, organize, and share all their memories. FOREVER offers guaranteed cloud storage for preserving and sharing photos, videos, and documents, online and desktop software tools for creating scrapbooks and custom print products, and media digitization and conversion services. Our products are supported by a network of affiliate sales professionals (Ambassadors) who connect clients to the products and tools they need to celebrate their memories.

What FOREVER Will Bring:

  • Competitive Salary: up to $17 per hour depending on your experience
  • Paid Training
  • Paid Time Off
  • Equity Incentive Plan
  • Remote Working Opportunities
  • Very Competitive Benefits Package
  • Retirement Plan with Company Match

Job Overview

As a member of the FOREVER Client Care Team, you will be the voice of FOREVER, assisting our clients by providing a concierge level of service while they navigate our products and services. Front-line support act not only as guidance to routine questions but triage for escalated situations with software and services. The ideal candidate is highly organized, excellent at maintaining relationships, and possesses superior critical thinking skills. A background in troubleshooting IT issues is preferred but not necessary – a willingness to learn these skills is critical.

What You Will Bring:

  • Experience in a client-facing position preferably via phone, email, chat, or social media with a technology company
  • Proficient understanding of computer and smartphone technology concepts.
  • A positive and empathetic attitude.
  • Strong verbal and written communication skills.
  • A willingness to go above and beyond for our clients and for our broader FOREVER client care team.
  • The ability to adapt to change and work in a fast-paced environment.
  • Excellent organizational skills.
  • A strong ability to multitask and manage multiple client requests simultaneously.

What You Will Do:

  • Provide concierge client support via phone, email, and/or live chat to ensure an excellent customer experience.
  • Maintain detailed documentation of your interactions with clients (knowledge of Zendesk or similar software preferred).
  • Demonstrate superior knowledge of all products and services related to FOREVER’s complete memory-keeping platform. Agents will need to help our clients use the FOREVER application, download, and use our mobile apps (Android and iOS), download, and use our desktop apps (FOREVER Artisan® and Historian™), and navigate our marketing site to find and apply for current promotions. 
  • Go above and beyond for our clients to maintain a high level of client satisfaction.
  • Work collaboratively in a team environment across our business.
  • Conduct usability testing for mobile, web, and desktop applications.

When You Will Work:

  • A rotating schedule that includes evenings and weekends.

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