Customer Service Representative

Description

• Perform customer support of complex Internet and e-commerce services for state agencies and association members.
• Process incoming customer requests as they relate to services using standard processes through both email and phone calls.
• Problem resolution and oversee timely completion and quality control of customer support tasks.
• Follow customer service communication plan with intent to make continual improvements and document, where applicable. Support a continuous quality feedback loop.
• Manage enhancement requests and implement improvements to applications. Work with Creative and Development teams to establish and manage project milestones based on the design and scope of work.
• Utilize the tools provided within the support area to manage phone calls, track and manage tasks, emails and the support knowledge base.
• Ensure integrity of customer files and database.
• Make recommendations to the development and marketing teams for improvements of products and services.
• Work with staff to develop strategies to increase effectiveness of services.
• Work within framework of strategic company business plan.
• Attend appropriate marketing/business development events.
• Perform training and/or demos for agency partners, when required.
• Perform other duties and meet milestone deadlines, as requested by the management staff.

• Undergraduate degree or equivalent work experience in customer service
• Experience providing customer service for web-based commerce products is a plus
• Strong leadership and excellent verbal and written abilities
• Must be self-motivated with strong organizational, prioritization and interpersonal skills, combined with effective presentation skills
• Experience with ZenDesk, Mantis, Jira or other task or project management system; XRM or other Customer Relationship Management system a plus
• Possess strong time management and organizational skills
• Ability to multi-task in a fast-paced environment and provide support to multiple high-stakes projects at once
• Home Office / Internet Access
• Ability to come into the office
• Self-motivated with ability and desire to thrive in a high-pressure, client-services, entrepreneurial environment