Customer Support Specialist
4 weeks ago
At Constant Contact, our customers and their business is at the core of what we do As a Customer Support Specialist I, you will play a crucial role in ensuring that our customers receive the best experience possible. You will be responsible for answering customer inquiries, resolving issues, and providing guidance on how they can optimize the Constant Contact digital marketing product suite to support their small business or non-profit.
What youll do:
Act as a first point of contact and work with a diverse group of small business owners to ensure their success with Constant Contacts products and services via telephone
Resolve technical and other support related inquiries and assist in escalations
Escalate complex issues to the appropriate team members for resolution
Provide feedback to leadership on defects and enhancements to improve the overall user/customer experience
Document customer interactions and maintain accurate records in our customer relationship management system
Educate customers on product features as well as online help resources
Educate and coach customers on products and services to enhance their online marketing strategy
Drive customer engagement to help our customers be more successful business owners
Provide remote support in a call-center environment while adhering to a consistent and committed schedule
Who you are:
Tech Savvy: You know your way around a computer. From surfing the web to troubleshooting your smartphone, you have done it all Experience in online marketing is a plus
A People Person : You find it easy to make connections and empathize with others and cant imagine a job without interacting with people
Always Putting Customers First : You enjoy delighting the customer and are willing to go above and beyond to do so
A Small Business Supporter: You understand that small businesses are an essential part of the economy and like to help the small stand tall
An Opportunity Finder:
When you know a product, you can identify ways for the customer to optimize their results. This includes making top notch product and service recommendations for add ons / upsells
A Master Multitasker: Youll be speaking with customers, reviewing their marketing materials, and navigating our knowledge base all at the same time
Dependable : You are a committed professional who can be relied on by our leaders and the customers to adhere to your schedule
NEED TO KNOW;
This role is for a start date of May 6th
Training for first 6 weeks is 10am-6pm ET, then you move into your assigned schedule
determined at offer
Shift may include working Saturdays
Strict attendance policy during training and beyond
Capstone completion required at end of training to continue in role
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