Customer Support Edits**This position requires you to work in our Charlotte Uptown office**About Townsquare Interactive: At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring - we have all your digital needs covered. Our mission is to simplify success for businesses of all sizes. The Customer Support Edits Opportunity: As a Customer Edits Representative, you will manage a steady volume of incoming calls from our current clients while assisting with their account needs. Your excellent customer service and communication skills will help us create positive experiences for our clients. Edits do not require coding ability. Agents typically handle edits through our premium CMS tools such as photo changes, logo updates, form edits, content changes, button updates or simple layout adjustments. All large scope or complex requests agent is responsible for tasking a designer by writing a ticket to the web design department. Our ideal candidate enjoys engaging in conversation over the phone, is an expert at assessing needs and has strong interdepartmental communication skills. Your excellent customer service and communication skills will help us create positive experiences for our clients. If that sounds like you, apply today! Responsibilities/ Typical Day:
- Agent typically receives 10-12 inbound calls a day to discuss website edits over the phone
- Agents are assigned to inbound email edit requests that they work on in between client calls
- Must manage a pipeline of 20-30 client tickets at any given time
- Responsible for communication with client and between edits, the department, and web designers
- Most agents receive back and resolve about 20 requests a day, some are edits done in call and auto-resolved. The rest are edits returned from design that need review and then outbound call and email to client to alert edits are complete.
Qualifications
- Bachelor's Degree
- Strong communication, both written and verbal
- Active listening skills
- Exceptional interpersonal and rapport building skills
- Problem solving skills
- Ability to effectively multi-task
Benefits
- 3 weeks of PTO (+ 9 paid holidays)
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Casual, high-energy work environment
- Opportunity for upward mobility
- Company provided laptop
- Competitive salary + bonus program
Why You'll Love Working at TSI We are a team of driven individuals who push ourselves and those around us to grow personally and professionally. You can expect a dynamic and competitive work environment. To foster your success, you'll take part in a comprehensive training program, surrounded by a positive and supportive culture that encourages everyone to develop themselves and others. We've had countless internal promotions, and our goal is to continue the rapid growth of our company. Whatever your professional goals, you'll have the opportunity to take steps toward your target and take your career to new heights! TOWNSQUARE MEDIA BROADCASTING, LLC MAINTAINS A DRUG-FREE WORKPLACE AND IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. APPLICANTS MUST BE ELIGIBLE TO WORK IN THE U.S. Townsquare Media provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Townsquare Media complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Townsquare Media expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Townsquare Media's employees to perform their job duties may result in discipline up to and including discharge. LI-SD2