Customer Support (WORK FROM HOME) + PAID TIME OFF – START ASAP!

Overview

**Position Can Also Be Remote/Virtual!**

Company Position

– Support Specialist
– Support Clients with Tier 1 Support

Company Profile

– Fast-growing real estate digital consultancy based in Greensboro, North Carolina
– Lead generation services powered through Facebook & Instagram

Company Vision

– We exist to help residential real estate agents succeed.

Company Mission

– To maintain a world-class portfolio of 1000 Closings On Demand service customers by April 1, 2021.

Company Core Values

– We don’t take ourselves too seriously.
– We encourage each other.
– We take ownership.
– We don’t make excuses.
– We are coachable.
– We are a sales-driven organization.
– We believe in speed in the marketplace.

Job Description: Launch Specialist

The Role of the Launch Specialist

– This position reports to the Director of Customer Success.
– This position is responsible for managing expectations for prospects and customers within the Closings On Demand Service.
– You’re a problem-solver and amazing with customers.

Goals and Expectations

1. Professional troubleshooting expertise or proven technical ability
2. Manage customer expectations
3. Prevent client services churn rate percentage from exceeding 11% per month.
4. Have an understanding of Key Marketing Int. products/service and Facebook’s advertising program.
5. Experience in customer service/support environment or equivalent experience

Primary Responsibilities and Tasks

– Launch 15-20 lead generation service customers per month all within a 5-7 day window once onboarded
– Audit 100 Customers Ad Accounts a week
– Become fluent in advertising targeting and creative skills that will produce better faster results for our customer base
– Being proactive in the area of customer happiness and lifetime value
– Manage Freshdesk Tickets for Key Marketing products
– Keep visible the key metrics established by the Director of Customer Success so that the team at large is aware at all times of potential growth opportunities and troubleshooting needs
– Perform support calls for Key Marketing Tickets

KEY PERFORMANCE INDICATORS
ACCOUNTABILITIES AND MEASURES

We are a results-based team. The person in this position will be measured using these metrics and is responsible for ensuring these metrics are met.

– Avg. Initial Response Time less than 2 hrs
– # of Support Calls Completed
– Timely reporting to the Director of Customer Success
– Meeting monthly churn rate % goals

Requirements and Preferences

We are hiring individuals with a history of proven customer service success, business development success, and “chat” success. We provide full training with much of the training being “hands-on” The position does require the following:

“The Big Three”

– 1. STRONG TECHNOLOGY SKILLS TO INCLUDE
– Facebook
– Facebook Messenger
– Email/CRM Databases
– 2. STRONG TYPING SKILLS TO INCLUDE VERY HIGH WPM “Words Per Minute”
– 3. STRONG ABILITY TO MULTI-TASK ACROSS MULTIPLE PLATFORMS AT ONCE

Other

– Strong communication skills and the ability to discover the lead’s goals
– Must be comfortable with using multiple CRM platforms at once
– Track record of going “above and beyond” in your assigned tasks/duties
– Strong listening skills
– Ability to prioritize and manage time effectively
– Prior work experience required
– Ability to think “outside the box” and being creative at getting the leads to respond

—> MUST COMPLETE FORM TO BE CONSIDERED IN “APPLY FOR JOB” ABOVE!

Tagged as: account manager, customer support, launch specialist