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Customer Relations Advisor

DigitalMarketer
Austin, TX
  • Posted: over a month ago
  • Full-Time
Job Description

Job Description

The Client Relations Advisor will be both the first and ongoing point of contact for DigitalMarketers prospects and customers, and will be responsible for providing a high-quality customer experience throughout the customers tenure with DigitalMarketer. As such, this individual will be tasked with learning DigitalMarketers systems, policies, products, and promotions to effectively and correctly answer all questions.

In addition to assisting customers, the Client Relations Advisor will gather and relay feedback to the appropriate team(s) in order to improve the customer experience. This will include: member platforms, content, sales copy and material, checkout processes and order forms, and user interfaces.

Essential Functions

  • Professionally handle incoming requests from customers via email, phone, and chat to ensure that issues are resolved both promptly and thoroughly
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer on products, platforms, and promos, and document all interactions via our CRM
  • Provide quality service and support in a variety of areas including, but not limited to: product, account, billing, access issues, as well as system troubleshooting
  • Maintain a balance between company policy and customer benefit in decision-making
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience
  • Create support articles, templates, and macros for both customer-facing Knowledge Base and internal documentation

Key Results

  • Same day first response times on all tickets
  • Consistently high customer satisfaction scores on ticket resolutions
  • Proactive customer outreach to support customer ascension and retention
  • Accurate and timely documentation of support articles, issue resolutions, and bug tracking.

Location

  • Our home base is Austin, TX, but our team works primarily remotely. The Customer Relations Advisor, will interface daily in a virtual, work from home environment; but will be expected to come to the Austin, TX office or studio occasionally

Annual Salary Range

  • $36,000 - $46,000 annually

Requirements

  • 2+ years in a fast-paced customer support environment, start-up company background a plus
  • College degree required
  • Phone and chat support experience required
  • Proven track record of positive customer satisfaction
  • Excellent communication skills (both oral AND written)
  • Ability to multi-task, prioritize, and manage time effectively
  • Familiarity with CRM systems and practices required, ie. Zendesk, Hubspot Customer Hub

Benefits

Full-Time employees are eligible for health and welfare benefits.

  • Subsidized Medical, Dental, and Vision Insurance
  • Company Matched Health Savings Account (for eligible HDHP enrollees)
  • Company Paid Telemedicine
  • Company Paid Employee Assistance Program
  • Company Paid Disability Insurance
  • Company Paid Life and AD&D Insurance
  • Company Paid Workers' Compensation Insurance
  • Voluntary Life Insurance
  • Voluntary Accident Insurance
  • Company Matched 401K
  • 15 Days Paid Time Off (+5 days at 5 year anniversary, +2.5 addl days at 7 year anniversary)
  • 2 Days Volunteer Time Off
  • 12 Paid Company Holidays
  • Paid Parental Leave
  • Remote, Work from Home
  • New Hire Workstation Bonus (to help offset the cost of a home office setup)

Additional benefits:

  • DigitalMarketer product access
  • Emphasis on your learning and development
  • Vibrant culture, community, and an excess of emojis and gifs...


The DigitalMarketer Company 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, The DigitalMarketer Company 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.

DigitalMarketer

Address

Austin, TX
USA

Industry

Business

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