Is Account Management Your Specialty? We’re Hiring!

August 8th, 2018 -

JOB TITLE: Family Engagement Specialist

SUMMARY: The Customer Service Specialist is responsible for providing effective customer service, product support, and training for customers by using excellent, in-depth knowledge of company products and programs as well as communicating successfully with team members within the client operations team and other departments.

· Provides timely and effective training for new and/or existing customers onsite or online (overnight travel may be required)
· Processes customer requests/changes/support requests in a timely manner
· Works closely with the video productions department to resolve open or disputed items
· Provides timely feedback to the company regarding service failures or customer concerns
· Partners with the sales team to meet and exceed customer’s service expectations
· Meet daily, weekly, and monthly phone and email communication goals
· Consistently log and record each-and-every completed activity in the company’s CRM system
· Researches sources for developing prospective customers and for information to determine rollout plans
· Expedites and clearly communicates problems and complaints
· Supplies management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services
· Keeps abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends in the market
· Travel to train new customers. Roughly two travel trips per month.

· Reports directly to the Director of Client Operations

· Ability to comprehend the HeartLegacy product line and incorporate into daily operations of customers
· Must interact effectively with all levels of management and staff, internally and externally
· Experience in training, onboarding, customer service and/or customer support is required
· Must be adaptable, professional, courteous, and motivated
· Must work well individually or as a member of a team
· Excellent presentation skills, verbal and written communication skills, and interpersonal skills
· Highly organized and attentive to detail
· Self-starting with solid follow-through and multi-tasking capabilities
· Ability to handle a fast-paced environment and challenging workload
· Highly motivated with a strong desire to succeed
· Relies on experience and judgment to plan and accomplish goals
· 1-5 years of experience in a similar or related role
· Bachelor’s degree preferred, or equivalent experience in related field

Other Employee Perks:
· Flexible and casual work environment
· Gain valuable experience in a start-up setting
· Potential for career growth in a fast-growing company

Interested candidates, please apply here: