Sr. Customer Service Specialist

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The global remote work community tends to interact in English. Switching languages might impact your visibility.

Sr. Customer Service Specialist

A full-time team member or employee

Skills and experience needed

Marketing
Sales
Communication
Design
B2B
Customer service
Client relations

Organization(s) name(s)

Location(s)

Time zone

Monetary compensation

USD$25,000 to 51,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Monetary compensation

USD$25,000 - 51,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Role (Overview of the Position)

  • Are you a natural leader? We’re looking for a rock star Senior Account Manager on our Customer Service Team! The goal of this role is to provide advanced-level customer support for our community so they can enroll and thrive in our online learning programs.

Results (Expected Accomplishments)

  • Provide advanced-level customer service for our subscribers and students
  • Manage multiple email inboxes, emails, and live chat
  • Decrease customer service tickets
  • Increase customer service satisfaction
  • Decrease refund rates
  • Increase membership saves
  • Increase retention and reduce churn
  • Significantly decrease delinquent accounts via a dunning process
  • Help exceed customer service success KPI’s

Responsibilities (Tasks Associated with the Role)

  • Reply to emails and live chat messages in Helpscout
  • Maintain and optimize our self-service help center with up-to-date answers to commonly asked questions
  • Implementation of customer service guidelines and policies
  • Innovate, plan and prioritize new initiatives to engage our students and subscribers
  • Stay up-to-date with changes in our internal processes, sales funnels, marketing copy, and other company news to anticipate problems and keep support on brand
  • Identify and track relevant metrics related to quality control, customer satisfaction, refunds, and more
  • Report any change in student sentiment, content suggestions, or customer feedback to the proper team member
  • Issue refunds, update member accounts, and handle all payment and login account issues (dunning), that a member may experience while using our digital products
  • Innovate, plan and prioritize new initiatives to improve student and subscriber retention
  • Assist in the conducting of routine audits to ensure that only paying students have access to our programs and groups
  • Vet affiliate/sponsorship opportunities by reviewing relevant inboxes and reporting qualified opportunities to the proper team members

Requirements (Expected Proficiencies)

  • You have experience managing customer accounts
  • You are looking for a career path, not just a new job
  • You prefer email and chat over phone calls for customer communication
  • You have experience being on a remote team in a startup or tech environment
  • You have experience supporting online courses, coaching programs, or products
  • You love people and truly care about their success
  • You have success recovering, preventing, and saving B2B account payment delinquencies (dunning)
  • You have experience maintaining and increasing retention rates
  • You are OBSESSED with retention
  • You have experience vetting potential PR opportunities for an established brand
  • You are extremely organized, delight in the details, and you don’t let little things slip through the cracks
  • You are extremely tech-savvy
  • You are an effective communicator, especially in writing
  • Your grammar and writing skills are top-notch
  • You make it your mission to find ways to make other people happy
  • You are comfortable working in a fast-paced and high-intensity environment
  • Your personal and professional relationships are incredibly important to you and you find great value in staying connected
  • You are familiar with Kajabi, Samcart, Active Campaign, Asana, Helpscout, and many other tech tools
  • You are creative, design-focused, and stay on-brand
  • You would never utter the words “That’s not my job” – instead you always jump in to help, no matter what
  • You welcome the opportunity to work on your own, but can easily switch gears to work inside a team
  • You love any and all opportunities to over-deliver on your commitments
  • Your past employers would call you a natural go-getter. If you can do better work, you will always rise to the challenge
  • You are inherently compassionate and believe that most people are doing the very best they can
  • You jump at the chance to grow, both professionally and personally

This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.

Community Influencer® | Honey Bar Media®, Inc. Team Perks

Our team is full of talented and motivated rock stars who love logging in for work. But these perks help a little too...

  • Generous Base Pay

  • 6 Weeks Paid Time Off

  • 8 Paid, Company Observed US Holidays

  • Never work on your birthday!!!

  • Amazing Health Insurance

  • Work From Wherever

  • Alternate Work Schedule

  • Pre-approved education allowance

  • Performance Bonuses

  • Team events at amazing locations

Language(s) required

English - Conversational

Agreement type

Employment

Posted: March 15, 2021 08:08 AM

Diana Vargas
Diana Vargas
Independent Recruiter
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