FULL TIME “Customer Care/Support Specialist”

Our growing & established company has a fantastic opportunity available in the Customer Service department. And I have to state upfront, this job isn't for everyone. We're looking for a very unique person to fill this job. We're looking for someone that would enjoy contributing ideas and sharing their thoughts, while they do their job. If you’re a smart, forward-thinking, problem solver who wants to join a world class team read on! And you can do this job completely from your home if you have a high speed Internet connection. Not only do we work on fun and challenging projects, but as the company grows so does everyone's SALARY! :) So this could be a wonderful opportunity for you! You could you have an exciting job but you would also enjoy knowing that as you do a great job you'll continue to be rewarded for it with more money. We don’t over load our employees and overwhelm them; we are here to establish long lasting relations that provide career opportunities, not just jobs. We're really looking for that special person that could become a 'superstar' on our team. Someone who would love their job and love working with our team , who also thinks long-term and that will help grow our business, so performing well for us could lead to long-term work. The best-performing candidates will eventually be in charge of managing other team members, training new team members. * * Main responsibilities* * * It is crucial that you have a customer service mentality, because weeding through this number of emails and properly directing them to the appropriate place will require time and patience. • Use superior phone/written communication skills to handle consulting/supporting customers by responding to pre-sales, post sales, shipping/fulfillment and/or technical support enquires via Email, Phone and Online Chat • Managing Daily Emails, sending out email notifications to customers with outreach program for testimonials, feedback and surveying as needed. • Reporting any problems, product defects, complaints, challenges found while assisting customers • Offer above average and unexpected customer service • Liaise with other team members to resolve any problems • Answer/solve any problems in the support system • Providing feedback and suggestions for continuous development of process. • Will directly participate in sales opportunities as a technical subject matter expert • Develop Categories and FAQ’s – Keep up to date information and knowledge articles to answer the most frequently asked questions and develop new categories of asked questions so that we can identify patterns and create a very thorough FAQ that we can use as articles and a knowledge base. Take the lead and let us know when you see new patterns of issues that can be solved. When you see a flood of the same questions, you’ll need to create a standard article that you can start using as a template. The purpose of that will be to create a large list of templates that you can simply copy and paste and send to the person. • Sending daily reports – At the end of every shift, you will need to send a daily report to your team Coach. The report will need to be in a word document and needs to include: o How many chats you handled o How many emails you answered o What problems you ran into o What types of questions you received o Any problems you need our help solving o Outline of other assigned duties

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