Terraboost Media is seeking a Customer Support Specialist to join our team. The Customer Support Specialist is primarily responsible for answering customer questions and complaints during the implementation phase and during the life of a campaign. This position will welcome new clients to the Terraboost family, answer calls, emails and chats from clients, and works with internal departments to ensure clients are given accurate information regarding their sales orders. The CSS works to retain customers who are considering cancellation of our services.Compensation is $22-$25 per hour, commensurate with experience and skills.Responsibilities:
- Responds promptly and professionally to customer inquiries via phone, email, and chat.
- Identifies and addresses customer concerns, issues, and objections regarding cancellation of services.
- Utilizes cancellation-save techniques to retain customers and prevent churn.
- Educates customers on the value and benefits of our products/services to encourage retention.
- Investigates the root cause of cancellation requests and proposes solutions to mitigate future cancellations.
- Documents all customer interactions and updates customer records accurately.
- Collaborates with other departments such as sales, client success, billing, and operations to resolve customer issues effectively.
- Stays updated on product/service offerings, pricing, and company policies to provide accurate information to customers.
- Meets or exceeds performance targets related to customer retention, satisfaction, and resolution times.
- Continuously seeks opportunities for process improvement to enhance the overall customer experience.
- Other duties as assigned.
Required Skills and Abilities:
- Proven experience as a Customer Service Representative or similar role.
- Demonstrated experience in retention techniques and customer retention strategies.
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills and the ability to empathize with customers.
- Ability to remain calm and composed in high-pressure situations with escalated clients.
- Detail-oriented with strong organizational and multitasking abilities.
- Proficiency with CRM software, Google Suite, and other customer service tools
Minimum Required Education and Work Experience:A minimum of (1) year of relevant customer service experience OR a bachelor's degree in Sales & Marketing, Communications, Business, or related field.Benefits:Terraboost Media has a robust benefits package for our full-time employees! We offer Medical Insurance, Dental Insurance, Vision Insurance, Employer Paid and Voluntary Life Insurance, Voluntary Short- and Long-Term Disability Programs, Health Savings Account (HSA with employer contribution), Flexible Spending Account (FSA), and Employee Assistance Program (EAP). We also provide a generous paid vacation, sick time, and holiday package, including a floating holiday that allows our employees to celebrate the holiday of their choice.#LI-Onsite