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Support Center Administrator

3 months ago

Waco, United States Holy Ship LLC Full time
Job DescriptionJob DescriptionSalary: $15-17

Position Overview

The Support Administrator works in a central office in Waco, TX and receives phone calls and emails from customers from all retail locations.  This team member provides competent, enthusiastic, extravagant customer service to our customers and provides support to our centers and company leadership by handling various administrative tasks.   This position reports to the Director of Operations.  This is a full time position with hours approximately in the 8:30 – 5:30 range M-F.

The ideal candidate will have sales experience, fantastic communication skills, strong computer and multitasking skills, a friendly and genuinely helpful demeanor/ “telephone voice”, and will be a fast, proactive learner who makes every effort and takes every initiative to learn all aspects of the business.  Knowledge of the Adobe Creative Cloud, Microsoft Office Products, Google Platform, and Notion are a plus


Mission

The mission of the Team Member is to do the following with extravagant service:

  1. Convert customer phone calls and emails into sales by providing excellent, knowledgeable, and timely service.
  2. Create a better experience for customers in the centers by removing the distraction of calls and emails.
  3. Create organizational efficiencies that impact the bottom line by performing administrative functions and facilitating proactive, frequent, and positive communication between the centers.


What You Will Be Doing

  • Answer incoming phone calls and emails with a friendly, upbeat, positive tone, and the knowledge of each profit center to answer questions and close sales.*
    • *This requires regular ongoing training and systematic visits to the centers as part of ongoing training and to stay up to date with ever changing operations. 
  • Provide accurate quotes for shipping, print, freight, mailboxes, packaging and other TUPSS services. 
  • Look for ways to serve customers beyond what is generally expected, such as taking the time to help a customer with a UPS issue that may not be directly related to our store, or helping a customer figure out the best approach with a unique situation,  or learns a mailbox holder’s name and business and asks them how XYZ Business is doing when on the phone – these are examples of what we mean by extravagant service.
  • Process UPS claims--communicates with customers, UPS, and in-center teams throughout the claims process.
  • Process mailbox renewals, sales, and terminations.
  • Process Customer Account payments and payment renewal information.
  • Generally look for any ways to help take tasks off the in-center teams’ hands.  
  • Perform various administrative duties assigned by senior leadership.  Activities could include tasks such as creating reports, ordering a team training lunch, sending out surveys, tracking project tasks, coordinating meetings, communicating with vendors, preparing slide decks, etc.  


Qualities and Requirements

  • Ask questions in a consultative manner to customers rather than just taking orders; help identify customer problems and solutions from TUPSS.  Engage in conversations with customers to uncover possible needs and educate on how we can help.  Answer questions to objections and close a sale.  
  • Indicate a clear bent towards being a team player in all phone, Slack, and email communication with the teams.  
  • Bring a positive and joyful attitude to work each day, to the extent that other team members look forward to working together.
  • Learn customer names and intentionally develop relationships and create warm interactions with our customers (virtually).
  • Consistently participate in individual training through the Learning Center, Notion training, HQ communications, HQ classes (Print, Freight, Sales & Service, etc), in-center training, webinars, and other sources of growth.  Maintains skillset of Senior Team Member.
  • Promote our core values.  Demonstrates our values in attitude, speech, decision making, and actions.
  • Meet with a manager once a week for a quick touchpoint.
  • Work ethic – must demonstrate the qualities of hard work and diligence.  This job is very demanding with little downtime.  
  • Friendliness – this is a (virtual) customer facing position that must show a joyful enthusiasm towards customers all day.  A qualified candidate really loves people and loves to serve at their core.  Able to speak with a tone that is warm, pleasant, and inviting.  (Not harsh, cold, or quick.)
  • Tech proficient – ability to operate various software, multitask between software, and to type a minimum of 40 words per minute.
  • Organized - overseeing multiple tasks in multiple locations.  Ability to plan, execute, manage time, and follow up with consistency.
  • Reliable – ability to show up to work on time, every time, and to have no more than 5 unplanned absences for a calendar year. 
  • Ownership – ability to take ownership of each customer and each store.  You will have to deal with things that are not directly your fault, as if they were directly your fault  We are looking for someone who is always looking for a way to solve a problem rather than assign blame. 
  • Ability to periodically work a shift inside a center for ongoing training purposes.  


KPIs of Success

  • Number of phone calls answered (before going to the center) and clean email inboxes
  • Customer feedback and Google Reviews 
  • Team member feedback
  • Percent of leads (inquiries and quotes) converted to sales
  • Response time for customer messages


Compensation and Benefits

  • Wage  ($15 - 17.00 +  /hr) ($31,200+)
  • Paid Time Off (40-160 hours)
  • Paid Holidays
  • Medical, Vision, Dental insurance 
  • 3% Employer Matching 401(k) program
  • *Bonus opportunities to be determined
  • Paid Volunteer Day
  • Leadership Development Courses