Digital Customer Service Specialist – $50,000

RESPONSIBILITIES
The Digital Customer Service Specialist will have the following primary responsibilities:
Support A High-Performance CX Department
Support the CX Team (i.e. digital, omnichannel customer service)
Work alongside the Coaching Team (i.e. live, virtual teachers)
Actively seek day-to-day direction, training, and coaching on everything related to CX
Implement strategic project plan and follow extensive roadmaps to ensure we’re delivering an amazing customer experience and hitting our quarterly goals
Create and update standard operating procedures (SOP’s) for the CX Team
Represent Our Entire Community Using Our Omnichannel Platforms
Educate on all digital customer service platforms:
Freshdesk: Email, Live Chat, Co-Browsing, SMS, Chatbots
AgoraPulse: Social Media Comments, Replies, Direct Messages
Facebook Group: Moderate All Posts, Comments, Replies
Zoom: Moderate All Live Coaching Calls
Create meaningful experiences and nurture relationships to increase customer advocacy resulting in sales, referrals, testimonials, ascension, and retention.
Work closely with the CX Manager and Marketing Department to anticipate high traffic volume that may affect the customer experience.
Grow, Support, and Optimize our Digital Product Suite
Support our entire product suite comprised of online courses, coaching, content, and community
Help develop the strategies to create new learning products, services, and experiences that are valuable to the customer
Identify and test new ways to upsell, downsell, and cross sell relevant programs in our product suite so we can provide greater solutions for students at every level of their customer journey
Understand, Test, and Optimize CX Metrics
Understand CX metrics to identify what drives, stops, and persuades consumers in our funnels, so we can give them the best experience possible and improve existing customer journey flows
Understand customers via important CX deliverables such as:
Customer surveys
Community Listening
Buyer Personas + Blueprint Mapping
Customer Journey Mapping + Analyses
Revenue-Focused Action Plans
Improve metrics to track and ensure those metrics are linked to business outcomes:
Key Performance Indicators (KPI)
Average First Response Rate or Time
Average Handle Time
Average Reply Time
Customer Effort Score (CES)
Customer Satisfaction Score (CSAT)
First Contact Resolution Rate (FCRR)
Lifetime Value (LTV)
Net Promoter Score (NPS)
Quantitative Data
Qualitative Data
Retention/Churn Rate
Centralize and utilize customer feedback and data:
Purchase Feedback
Facebook Group Feedback (including testimonials and feedback loops)
Kajabi Assessments
Cancellation Feedback
Align And Unite The Organization Around The Customer
Share the insights from the customer understanding tools throughout the organization
Educate the rest of the organization about the customer and the customer experience
Filter processes, programs, policies, and products on behalf of the customer
Ensure that the customer and the impact on the customer is embedded in all decisions, designs, and conversations
Partner with Business Manager to ensure that internal customers (i.e. our employees) have a great experience
Partner with the Business Manager to ensure that the right data is accessible to the right people at the right time
PROFICIENCIES
Gift of Teaching:
The CX Specialist will be educating our customers, our leads, and our employees on daily basis. So the CX Specialist must have an innate passion and an experienced skillset for teaching, the foresight to use the right communication and learning style for each person, and the ability to connect with people and empathize on a personal level.