Customer Support Specialist (in Delta State)

Position Overview

As a customer support specialist, you will be responsible for providing a compassion-first customer experience to anybody in our world who requires assistance – from youtube subscribers to students to potential students.

In our business, people ALWAYS come first…

And, as our customer service specialist, you are on the front lines.

Every day, you will represent Joel and the company on a one-on-one basis.

You’re perfect for this role if you excel at taking ownership of problems and seeing them through to completion.

You act as a consumer advocate, providing input to Team Joel On Demand so that we can ensure that every move we make benefits our community in the best way possible.

Duties & Responsibilities

The Customer Support Specialist will be responsible for managing and upholding an industry-leading customer experience, which includes:

  • Responding to support tickets daily 
  • Monitoring sentiment from students 
  • Managing customer support software, live chat systems, and our CRM platform
  • Responding professionally to escalated issues and providing outstanding resolution
  • Building relationships and rapport with customers and collecting feedback by using surveys and satisfaction ratings
  • Creating and implementing new solutions for issues and broken processes based on customer feedback
  • Creating a help center for commonly asked questions about our products and brand
  • Working with Joel on customer service strategies to improve the overall customer service experience
  • Working with the Customer Experience Director to develop, create and implement new ideas around payment and membership retention
  • Scheduling coverage for customer service during business hours, weekends, company events, and launches
  • Supporting Joel and the team by answering customer support questions on live webinars 
  • Reporting, identifying, and tracking relevant customer support metrics
  • Creating and managing the customer support budget and expenses 
  • Managing projects for quality assurance within the department

Skills & Abilities

The ideal candidate possesses the following strengths and skills:

  • Impeccable grammar (written and verbal) – our standards of communication are sky high
  • Outstanding communication skills
  • Excellent problem-solving – ability to think quickly and critically
  • A passion for helping others since we lead our community with compassion 
  • Flexibility – because in an online world where things move fast and change often, adaptability is important 
  • Organized – must masterfully manage multiple projects at once
  • Coachable – team-wide, we work hard to welcome direct and honest feedback in the moment
  • Collaborative – must work well within a virtual team
  • Resourceful – take ownership of your projects by using ALL available resources to complete a task 
  • Quick and committed learner – with the confidence to take full ownership of new and varied tasks

Perks

  • Competitive Salary
  • Bonuses for smashing goals and exceeding them
  • Flexible Leaves (Health, Birthday, New Parents)
  • Team Retreats
  • Paid Learning Opportunities 

How To Apply

If you’d like to be considered for this role please submit the following via email to joel@joelondemand.com:

  • Cover Letter & PDF of your resume
  • Answer the following questions
  1. Why do you think you are the best fit for this position?
  2. What brands have you worked with & with what results?
  3. How did you learn about this opportunity?
  4. How do you best define your communication style?

Although we permit “side gigs” / work outside this role, it must not compete or overlap with the work we do, or interfere with your role and responsibilities within the team.

*Please note that this is not a remote job and applicant must reside within Delta State to be considered.

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