This is a full-time, salaried role in our CX Department, reporting to our CX Manager. For this remote role, you’ll need to have the ability to work from home 5 days a week. Typical hours for this role are 7 am -4 pm, Monday-Friday PT; on occasion, there is a need to work additional hours on evenings and weekends during a launch or other events throughout the year.
The mission of the CX Specialist is to create a helpful, joyful, and magical brand experience on all digital customer service channels to ensure that every person in our community feels confident in our company’s ability to deliver results during every step in their student journey – From follower to fan. The CX Specialist will be a key asset to the company by joining a high-performance team that anticipates the needs of our customers, educates them to success, and ensures lifelong memberships so Community Influencer can reach our revenue and profitability goals.
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:
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)
Centralize and utilize customer feedback and data:
Facebook Group Feedback (including testimonials and feedback loops)
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
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.
The CX Specialist will be communicating with our community on video a lot. So the CX Specialist must be an excellent oral communicator and have a dedicated workspace that’s camera ready at all times. The CX Specialist will also be educating via video screenshare and needs to have the ability to take a large amount of information and summarize it quickly both in writing and orally on a regular basis. You must also be able to track communication (and be very responsive) across multiple video channels without losing any details. Those channels will include coaching calls, tech support explainer videos, live chat co-browsing, virtual team meetings, and other virtual video calls.
The CX Specialist will also be writing – a lot. So the CX Specialist must also be an excellent communicator in written form. This includes proficiency in spelling, grammar, and punctuation. This also includes being able to take a large amount of information and summarize it quickly both in writing on a regular basis. You must also be able to track communication (and be very responsive) across multiple written channels without losing any details. Those channels could include all digital customer service platforms (email, live chat, social media replies, etc), Slack messages, text messages, and other planned CX projects.
With the help of the CX Manager, the CX Specialist will be utilizing, analyzing, interpreting, and translating large amounts of CX data to ensure that the customer is represented in everything we do. So the CX Specialist must be comfortable dealing with complex numbers, spreadsheets, charts, and graphs.
The CX Specialist will guide customers (and team members) through multistep processes, so the CX Specialist must also be comfortable with processing large amounts of information, moving between digital tools, and anticipating customer needs, roadblocks, and objections before they are communicated.
In addition to working directly with the CX Manager and Project Manager, the Digital Customer Service Specialist will also work with members of the Marketing Team, Creative Team, Operations Team, and Finance Team. They’ll need to be able to collaborate and communicate well with these team members in a fast-paced environment, maintaining a can-do spirit and not complaining, making excuses, or gossiping.
Affinity for Technology:
Our Digital Customer Service Specialist will be a technologically savvy Mac user and will not be intimidated by learning new technology. Proficiency in the following tech platforms is ideal: Freshdesk, AgoraPulse, Facebook Groups, Active Campaign, SamCart, Stripe, Slack, Zoom, Google Suite, Kajabi, Loom, and Asana.
The Digital Customer Service Specialist will be clearing up to 50 tickets per hour via our Helpdesk, which includes Freshdesk, Agorapulse, and our Facebook Groups.
Bachelor’s degree required (marketing, communications, advertising, business management, or in a related field preferred)
Experience and Values:
2+ Years of experience as a digital Digital Customer Service Specialist (or a similar customer service role).
Proficiency with all online customer engagement platforms and channels.
Familiarity with tools like Google Suite, Slack, Zoom, and Asana.
The ability to help develop selling angles that support our digital marketing strategy.
Mastery of customer experience best practices.
Enthusiasm for data, details, organization, and deadlines.
The ability to write, collaborate and adapt to strategy changes quickly.
Experience working in a team-oriented, virtual environment.
Exceptional interpersonal skills and a client-centered approach.
Great organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
Connect deeply with Community Influencer’s core values.
Confidence on camera, including a dedicated camera-ready workspace
Everything must be a benefit to the customer
Identify the opportunity, then overcome the obstacle
There’s always an option C (but it’s never complexity or chaos)
Leverage collective genius (but reject groupthink)
Operate in extreme integrity, responsibility, and consistency
Speak up (even when it’s expensive, inconvenient, or embarrassing)
Celebrate every win (and sunshine every failure)
Top-of-market salary requires top-of-market results
Intentional relaxation proceeds impactful contribution
Be a good steward over time, resources, and people
To apply for this job please visit community-influencer-r.breezy.hr.