Customer Support Representative

Ben Roy · 29th Oct 2013, 10:26 PM

JOB DESCRIPTION
We're looking to hire a customer service rep to take a major hand in connecting with our customers. If you like to do the minimum, fire off quick replies to tickets, get your work done and punch out, this is NOT the job for you.

We run a high touch operation where we become an integral part of our customers' businesess. They want to know that we KNOW them and care about their success. As a customer support rep you will be on the front lines and have primary responsibility for making that happen.

At the same time, our customers don't want to be fed a bunch of fluff. We mostly work with business owners (occasionally their staff), so they want answers and usually want them now. They are not overly tech savvy, but they know their business and their industry.

That means you need to be able to resolve their issue, preferably the first time. You need to be able to understand what they need, dig into it, and get an answer back to them in a timely fashion. Of course there are people here to help, but if you can't find solutions on your own it isn't going to go well.

QUALIFICATIONS
We provide SEO, social media, and other online marketing services for marketing agencies. You don't need to be an expert in any of these areas. However, having a basic understanding will make life much easier.

What are we looking for?

Great with people
Diligent and reliable
Solid reasoning and problem solving skills
Desire to over deliver
Comfortable with tech (we use LOTS of web-based tools
Basic experience with SEO & social media marketing
Ability to handle live chat + phone calls
Primary Job Responsibilities Include:
Respond to support tickets as quickly as possible
Field questions via live chat and the phone
Research and provide solutions to customers
Handle day to day tasks

Being a small team, we all handle a variety of tasks that don't always fit under our job title. We highly value team players that know how to do whatever it takes to get the job done.

Our team is an extension of our customers' businesses. We are a critical component of their success, and integral to delivering value for their clients.

It doesn't end there though. What we really want from you is to WOW our customers. We want people to voluntarily tell us how great an experience it was talking to support. We want to make an impression, to not only deliver great support quickly, but leave people glad that they contacted us.

COMPANY DESCRIPTION
Your Local Edge (YLE) provides outsourced online marketing services for small to medium marketing agencies. Specializing in delivering packaged, cost effective solutions, YLE helps agencies scale without the pain of hiring project managers, subject matter experts, and overseas staff.

We offer a fun and flexible environment. We are entirely virtual, meaning you work from your home or whatever location suits you. You interact with the team and customers through email, chat, and phone. You will have the opportunity to meet all kinds of interesting (and challenging) individuals, and to make a significant impact on their business.

ADDITIONAL INFORMATION
When you apply, please tell us WHY you are perfect for OUR company. In fact, please start a sentence with "I am perfect for YLE because...". If your submission does not include this, we'll assume that you didn't read or can't follow directions. We don't have time to mess around.

Apply here: https://www.smartrecruiters.com/Your...representative

29th Oct 2013, 10:26 PM	#1
Ben Roy HyperActive Warrior War Room Member Join Date: 2007 Location: Minnesota Posts: 452 Thanks: 14 Thanked 47 Times in 41 Posts	Customer Support Representative Share on: JOB DESCRIPTION We're looking to hire a customer service rep to take a major hand in connecting with our customers. If you like to do the minimum, fire off quick replies to tickets, get your work done and punch out, this is NOT the job for you. We run a high touch operation where we become an integral part of our customers' businesess. They want to know that we KNOW them and care about their success. As a customer support rep you will be on the front lines and have primary responsibility for making that happen. At the same time, our customers don't want to be fed a bunch of fluff. We mostly work with business owners (occasionally their staff), so they want answers and usually want them now. They are not overly tech savvy, but they know their business and their industry. That means you need to be able to resolve their issue, preferably the first time. You need to be able to understand what they need, dig into it, and get an answer back to them in a timely fashion. Of course there are people here to help, but if you can't find solutions on your own it isn't going to go well. QUALIFICATIONS We provide SEO, social media, and other online marketing services for marketing agencies. You don't need to be an expert in any of these areas. However, having a basic understanding will make life much easier. What are we looking for? Great with people Diligent and reliable Solid reasoning and problem solving skills Desire to over deliver Comfortable with tech (we use LOTS of web-based tools Basic experience with SEO & social media marketing Ability to handle live chat + phone calls Primary Job Responsibilities Include: Respond to support tickets as quickly as possible Field questions via live chat and the phone Research and provide solutions to customers Handle day to day tasks Being a small team, we all handle a variety of tasks that don't always fit under our job title. We highly value team players that know how to do whatever it takes to get the job done. Our team is an extension of our customers' businesses. We are a critical component of their success, and integral to delivering value for their clients. It doesn't end there though. What we really want from you is to WOW our customers. We want people to voluntarily tell us how great an experience it was talking to support. We want to make an impression, to not only deliver great support quickly, but leave people glad that they contacted us. COMPANY DESCRIPTION Your Local Edge (YLE) provides outsourced online marketing services for small to medium marketing agencies. Specializing in delivering packaged, cost effective solutions, YLE helps agencies scale without the pain of hiring project managers, subject matter experts, and overseas staff. We offer a fun and flexible environment. We are entirely virtual, meaning you work from your home or whatever location suits you. You interact with the team and customers through email, chat, and phone. You will have the opportunity to meet all kinds of interesting (and challenging) individuals, and to make a significant impact on their business. ADDITIONAL INFORMATION When you apply, please tell us WHY you are perfect for OUR company. In fact, please start a sentence with "I am perfect for YLE because...". If your submission does not include this, we'll assume that you didn't read or can't follow directions. We don't have time to mess around. Apply here: https://www.smartrecruiters.com/Your...representative