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On-Site Customer Success Representative

2 months ago

Chicago, Illinois, United States Atmosphere News Full time

Field Customer Support Specialist

at Atmosphere News

About Atmosphere:

Atmosphere is the pioneering and largest free ad-supported streaming television service tailored for businesses, offering original, owned, and operated TV channels alongside Partner Channels from renowned brands. Our platform is meticulously designed with proprietary content, technology, and data to provide unmatched experiences for businesses and advertisers. Additionally, we offer a paid upgrade for a digital signage feature, enabling businesses to showcase their promotions within the content. Atmosphere was established under Chive Media Group and became an independent entity in 2019.

About this Role:

Atmosphere is in search of enthusiastic individuals to join our exceptional customer support team as we expand. Utilizing our technology and your unique problem-solving abilities, you will assist clients in optimizing their use of Atmosphere. You will be part of a rapidly growing, mission-driven organization that leads the industry. Your role will involve providing on-site support for our existing clientele, addressing on-site customer inquiries, and employing critical thinking to resolve issues, enhance satisfaction, and ensure customer loyalty.

Key Responsibilities:

  • Deliver high-quality product and technical solutions to assist customers in achieving their objectives with our offerings.
  • Maintain an organized ticketing system and activity logs using a CRM.
  • Triage on-site audiovisual issues for clients facing challenges with Atmosphere devices or compatibility with their existing AV equipment.
  • Conduct on-site performance evaluations as a form of quality assurance for Atmosphere data feeds.
  • Occasionally support the Atmosphere marketing team with photography tasks; prior photography experience is not mandatory.
  • Accelerate issue resolution as necessary and follow up to ensure satisfactory outcomes.
  • Develop, demonstrate, and sustain technical skills to troubleshoot issues, create test scenarios, and investigate problems based on customer product usage.
  • Understand customer concerns and complaints, identify the root causes, and critically assess the best solutions.
  • Analyze and categorize new cancellations to identify trends, propose solutions, and enhance customer retention.
  • Achieve and surpass key performance indicators, including the number of on-site visits, tickets resolved, ticket efficiency, cancellations, customer satisfaction, and escalation rates.
  • Promote teamwork and collaboration across all departments to continuously innovate products and improve efficiency.

Requirements:

  • 1-2 years of experience in customer support, service, or success roles.
  • 1-2 years of experience in installing or managing AV equipment for local businesses.
  • Exceptional in-person communication skills; you will often represent Atmosphere.
  • Ability to work independently and manage multiple tasks effectively.
  • Capability to lift and carry equipment weighing up to 15 lbs.
  • Strong sense of urgency and analytical problem-solving skills.
  • Passion for delivering positive customer service experiences.
  • Demonstrated sound judgment and decision-making abilities.
  • Accountability and pride in your work.
  • Comfortable with travel; this role involves driving between various businesses.
  • Familiarity with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zendesk, etc.
  • Photography experience is a plus but not required.
  • Reliable transportation is essential.

Compensation & Benefits:

  • Competitive salary.
  • Company 401(k) plan.
  • Company equity options.
  • Comprehensive insurance plans.
  • Innovative office environment.
  • Flexible vacation policy.
  • And much more.