Customer Service Specialist

COMPANY OVERVIEW

Community Influencer®, Inc. is a business development startup based in Orange County, CA. Our mission is to glorify God by helping local business owners increase their income, so they can increase their impact. We do this via our popular online membership, the Community Influencer® Academy. Inside, we teach real estate professionals how to get more leads, clients, and referrals via our online courses, content, coaching, and community. We’re a fast-growth, mission-oriented company (with awesome benefits) and we’re looking for an amazing, full-time Customer Service Specialist to join our high-performance team. If you are experienced in social media and customer service read on to learn more about this exciting opportunity!

POSITION OVERVIEW

This is a full-time, salaried role on our Community Experience (CX) Team. For this remote role, you’ll need to have the ability to work from home 5 days a week. Typical hours for this role are 7 am – 4 pm, Monday-Friday PT (but we’re willing to accommodate candidates in other time zones). On rare occasion, there is a need to work additional hours on evenings and weekends during a launch or other events throughout the year.

MISSION

The mission of the Customer Service Specialist is to be the face and voice of our brand and manage all community communications. The CSS will design and deliver a helpful, joyful, and magical brand experience on all of our digital customer service channels to ensure that every person in our community feels confident in our company’s ability to deliver results during every step in their student journey – From follower to fan.

RESPONSIBILITIES

The Customer Service Specialist will have the following primary responsibilities:

Engage with our community on all social channels, including: Facebook Groups, Facebook Ads, Facebook Page, Instagram, Instagram Ads, Direct Messages (DM’s), YouTube Comments, Pinterest Comments, TikTok Comments, LinkedIn Comments, Zoom Coaching Calls, Live Chat, and Email.
Monitor brand reputation and reviews across all social channels, including: Podcast Reviews, Amazon Book Reviews, Facebook Reviews, Social Media Reviews, Reddit Forums, Industry Forums, Facebook Groups.
Provide outstanding customer service and experience on all social channels.
Respond to all customers and potential customers in a timely manner.
Create meaningful experiences and nurture relationships to increase customer advocacy, resulting in more sales, referrals, testimonials, ascension, and retention.
Work closely with the Project Management Team to anticipate high traffic volume that may affect the community’s experience.
Increase revenue via social selling (i.e. softly guide our community to relevant programs in our product suite).
Proactively reach out to customers during membership subscription interruptions in order to retain accounts.
Increase membership retention and reduce membership churn.
Help organize and manage events to boost brand awareness.
Build strong relationships with our community, customers, partners, journalists, and sponsors.
Monitor, track, and report on feedback.
Help identify, create, and optimize new product opportunities so we can provide greater solutions for students at every level of their customer journey.
Educate the rest of the organization about the customer and the customer experience.
Filter processes, programs, policies, and products on behalf of the customer.
Ensure that the customer and the impact on the customer are embedded in all decisions, designs, and conversations.
Share the insights from our customer listening tools throughout the organization.
Identify, analyze, and report community KPIs.
Stay up-to-date with online marketing and digital technology trends.

PROFICIENCIES

Online Marketing Mastery: Mastery in the following marketing platforms is required: Facebook and Instagram. Experience with AgoraPulse, ActiveCampaign, SamCart, Stripe, Slack, Zoom, Google Suite, Kajabi, Loom, and Asana (or ClickUp) a plus!
Gift of Teaching: The CSS will be educating our current members and future members on a daily basis. So the CSS must have an innate passion and an experienced skill set for teaching, the foresight to use the right communication and learning style for each person, and the ability to connect with people and empathize on a personal level.
Camera-Readiness: The CSS must be strong on video. So you must be an excellent oral communicator and have a dedicated work studio that’s camera-ready at all times. The CSS will also be educating via video screen share and needs to have the ability to take a large amount of information and summarize it quickly both in writing and orally on a regular basis. You must also be able to track communication (and be very responsive) across multiple video channels without losing any details. Those channels will include coaching calls, tech support explainer videos, live chat, virtual team meetings, and other virtual video calls.
Quality Communication: The CSS will also be writing… a lot! So you must also be an excellent communicator in written form. This includes proficiency in spelling, grammar, and punctuation. This also includes being able to take a large amount of information and summarize it quickly both in writing on a regular basis. You must also be able to track communication (and be very responsive) across multiple written channels without losing any details. Those channels could include all digital customer service platforms, Slack messages, text messages, and other projects.
Problem-Solving Skills: The CSS will guide our community members (and team members) through multistep processes, so you must also be comfortable with processing large amounts of information, moving between digital tools, and anticipating customer needs, roadblocks, and objections before they are communicated.
Team Player: The CSS will need to be able to collaborate and communicate well with all of our team members in a fast-paced environment, maintaining a can-do spirit and not complaining, making excuses, or gossiping.
Speed: The CSS will be responsible for hitting inbox zero on all of the brand’s communication channels.
Tech Savvy: Our CSS will be a technologically savvy Mac user and will not be intimidated by learning new technology – especially online marketing technology.

REQUIREMENTS:

Education:

Bachelor’s degree required (preferably in marketing)

Experience and Values:

2+ Years of experience as a Customer Service Specialist, CX Specialist, Community Manager, or similar role
The ability to overcome objections to increase membership sales and retention, a plus!
Proficiency with all online marketing platforms and channels.
Familiarity with tools like Google Suite, Slack, Zoom, and Asana.
Mastery of customer experience and customer service best practices.
Enthusiasm for data, details, organization, and deadlines.
The ability to write, collaborate and adapt to strategy changes quickly.
Experience working in a team-oriented, virtual, online environment.
Exceptional interpersonal skills and a customer-centric approach.
Great organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
Connect deeply with Community Influencer’s core values.
Confidence on camera, including a dedicated camera-ready filming space.

OUR VALUES

Get closer to the customer
Everything you do sells or repels
Simplicity, never complexity
Identify the opportunity, overcome the obstacle
Audit before you act
Say what needs to be said, even when it’s hard
Leverage collective genius, but reject groupthink
There’s always an option C
Celebrate every win (and every failure)
Rest is just as important as work
Always do what’s best for Community Influencer®

COMMUNITY INFLUENCER® PERKS

Here are some of the amazing perks we offer our employees:

Top-of-Market Salary
Unlimited Paid Vacation
Work From Home
World-Class Health, Dental, and Vision Insurance
Generous Retirement Plan
Work Alongside A Talent-Stacked, High-Performance Team

Candidates must be US Citizens or Permanent Residents to apply.

Equal opportunity employer.