Duties and Responsibilities
The ideal candidate will be accountable for the following duties and responsibilities for our successful, rapidly-growing company :
Intake clients’ website requests; level set needs and expectations within technology limitations and practicality
Communicate with clients via phone, email and CRM system to respond to website needs
Interpret and troubleshoot customer requests and take immediate action to resolve.
Manage request from outset to completion : Create tickets in CRM, track ticket progress, escalate tickets as needed, verify changes are complete and accurate, communicate to client.
Routinely, and as needed, execute website-related enhancements, changes and fixes
Process requests in a fast-paced environment
Help clients navigate Blueprint website and assist with website edits within Blueprint widgets and page content
Ability to identify and replicate bug issues reported from clients and document replication steps
Ability to view and identify discrepancies in an inventory file
Accurately complete and submit all types of requests as well as record notes to customer accounts to provide detailed account history in NetSuite
Coordinate and collaborate with the sales organization and other internal departments to establish and carry out customer service strategies and deliverables
Provide two website recommendations per client to the Client Management team each month.
Attend quarterly review calls for each website with the Client Manager
Route calls to appropriate department
The ideal candidate will possess the following :
Experience modifying website content within a Content Management System preferred.
Experience using a CRM to make real-time updates to a customer record. NetSuite or SalesForce experience a plus.
Ability to quickly learn existing systems / structure and identify appropriate workflow and metrics in new system
Ability to effectively handle multiple priorities within a changing environment
Strong oral and written communication skills
Superb phone skills and problem-solving skills
Excellent communication skills, both oral and written
Detail oriented and ability to multi-task
A collaborative worker, capable of creating and maintaining a positive work environment that delivers results
Must be a big picture thinker and decision maker
This position requires working in indoor, environmentally controlled conditions
An individual in this position will be required to be in contact with others (face-to-face, by telephone, or otherwise) frequently, including working in teams
An individual in this position will be required to perform job tasks in slightly close physical proximity to other people
The candidate in this position will be required to perform the following :
Remain in the seated position, in front of a computer, utilizing a telephone or soft Phone for extensive periods of time
The ability to listen and to understand information and ideas presented through spoken words and sentences
Perform work using computers and electronic devices
Ability to read and understand information and ideas presented in writing
Lift an object between approximately 10 and 25 pounds
Clarity of vision at 20 inches or less
Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly