đź’Ľ Job Particulars:
- Place: Customer Care Specialist
- Expertise: 2+ Years in Customer Service or Account Administration
- Location: Distant (Work from Wherever)
- Trade: SaaS | Advertising and marketing Expertise
- Training: Affiliate’s Diploma or Equal Work Expertise
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In regards to the job
About HighLevel:
HighLevel is a cloud-based mostly, all-in-one white-label advertising and marketing and gross sales platform that empowers advertising and marketing businesses, entrepreneurs, and companies to raise their digital presence and drive development. With a deal with streamlining advertising and marketing efforts and offering complete options, HighLevel helps companies of all sizes obtain their advertising and marketing objectives. We presently have 1000+ workers throughout 15 international locations, working remotely in addition to in our headquarters, which is situated in Dallas, Texas. Our objective as an employer is to keep up a powerful firm tradition, foster creativity and collaboration, and encourage a wholesome work-life stability for our workers wherever they name dwelling.
Our Web site – https://www.gohighlevel.com/
YouTube Channel – https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g
Weblog Submit – https://weblog.gohighlevel.com/common-atlantic-joins-highlevel/
Our Prospects:
HighLevel serves a various buyer base, together with over 60K businesses & entrepreneurs and 450K million companies globally. Our clients vary from small and medium-sized companies to enterprises, spanning varied industries and sectors.
Scale at HighLevel:
We work at scale; our infrastructure handles round 3 Billion+ API hits & 2 Billion+ message occasions month-to-month and over 25M views of buyer pages day by day. We additionally deal with over 80 Terabytes of information throughout 5 Databases.
Who You Are:
The first function of the Customer Care Specialist is to make sure that clients are delighted, seeing the worth and actively utilizing and advocating HighLevel’s software program utility. The Customer Care Specialist will coordinate with different departments to garner assist in turning at-danger of churn clients from “purple” to “inexperienced”. They are going to carry out proactive outreach and monitor shopper well being algorithms in efforts to retain purchasers and scale back churn.
Duties
- Develop and keep present relationships with clients who’re contemplating cancellation or downgrade of present subscriptions or companies by figuring out wants and providing options
- Flip affordable requests for disconnection or downgrade into save or enlargement alternatives
- Actively hearken to buyer wants and provide the suitable retention exercise to stop churn, corresponding to educating clients in using put in merchandise, service choices, billing, prices, and product options
- Monitor at-danger indicators and use the suitable outreach based mostly on what sort of exercise turned the client’s HighLevel well being to “Crimson”
- Handle and lead at-danger clients via the HighLevel journey whereas sustaining the corporate service requirements to offer a constantly superior buyer expertise
- Construct buyer loyalty by offering legendary customer support
- Primarily based on retention end result, replace buyer accounts in buyer file database utilizing the suitable cancellation or downgrade motive code
- Posts buyer requested credit or exchanges in our monetary utility Resolve buyer complaints and conditions calmly and courteously
- Troubleshoot and resolve service, pricing and technical issues for patrons by asking questions and directing them to the proper useful resource for decision
- Could help within the coaching of latest Representatives via on-the-job coaching packages or distant
- Help in driving buyer surveys and suggestions
- Monitor at-danger indicators and use the suitable outreach based mostly on what sort of exercise turned the client’s HighLevel well being to “Crimson”.
- Partnering with Account Executives, and different personnel to establish new upsell alternatives and guarantee renewals
- Coordinating with Technical Assist, Finance, and/or companions to establish and resolve any points
- Contribute to buyer boards & neighborhood
- Cross prepare with different success features (this may occasionally embody participation in webinars, workshops and many others.)Handle Consumer considerations surveys and suggestions critiques and many others
- Use inner sources to clarify our aggressive edge
Expertise/Training/Certifications Required:
- Associates diploma or equal work expertise Minimal of two years software program account administration/buyer companies Robust abilities, tact and diplomacy in coping with delicate buyer points, with distinctive observe-via capability and communication abilities.
- Means to deal with a number of duties in a quick paced surroundings Robust verbal and written communication abilities Excessive sense of possession of the constructive shopper expertise – a “can do” perspective
- Robust advocate of our software program {and professional} companies options
- Group participant who shows a excessive degree of professionalism
- Self-starter with high- initiative, self-motivated, versatile and outcomes-oriented
- Very element oriented and able to managing a number of duties underneath tight timeframes
- Robust work ethic — retains commitments; devoted, punctual and completes duties on time or notifies applicable particular person with another plan
- Prioritizes and plans work actions; makes use of time effectively
- Demonstrates accuracy and thoroughness; seems for tactics to enhance and promote high quality
- Fast examine on expertise
- Robust downside-fixing abilities
- Fluent in English
- Demonstrated verbal and written communication abilities.
EEO Assertion:
At HighLevel, we worth variety. Actually, we perceive it makes our organisation stronger. We’re dedicated to inclusive hiring/promotion practices that consider ability units, skills, and {qualifications} with out regard to any attribute unrelated to performing the job on the highest degree. Our goal is to foster an surroundings the place actually gifted workers from all walks of life could be their true and entire selves, cherished and welcomed for his or her variations whereas offering wonderful service to our purchasers and studying from each other alongside the way in which! Cheap lodging could also be made to allow people with disabilities to carry out important features.
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