What are the responsibilities and job description for the Customer Experience Representative position at EarthCam?
Company Overview
EarthCam is a pioneering company that has revolutionized the webcam content, technology, and services industry since its inception in 1996. Our commitment to innovation has enabled us to deliver cutting-edge solutions for building information modelling (BIM) and Virtual Design Construction (VDC) teams worldwide. With a strong focus on customer satisfaction, we strive to maintain the highest standards of quality and service.
Job Description
We are seeking a highly motivated Client Service Specialist to join our team. In this role, you will be responsible for overseeing the entire customer lifecycle, from initial contact to resolution of issues. Your duties will include engaging assigned customers proactively, maintaining regular communication, developing customer success plans, and supporting incoming help requests via telephone, email, or live chat.
Key Responsibilities
• Oversee the end-to-end customer lifecycle to ensure a positive customer experience
• Engage assigned customers proactively and maintain regular communication
• Develop customer success plans to improve customer sentiment, service experience, product usage, and overall value realization
• Maintain proper customer information hygiene for accurate reporting
• Maintain client confidence and protect operations by keeping information confidential
• Support incoming help requests from end-users via telephone, email, or live chat
• Track and record the problem-solving process and document actions taken until resolution
• Deliver service and support to end-users via phone, email, or live chat
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Benefits
We offer an attractive compensation package, including health insurance, dental and vision insurance, 401K Plan, paid time off, paid holidays, regular free breakfasts, lunches, and snacks, bicycles to ride around campus, team BBQs, and annual company Olympics.
EarthCam is a pioneering company that has revolutionized the webcam content, technology, and services industry since its inception in 1996. Our commitment to innovation has enabled us to deliver cutting-edge solutions for building information modelling (BIM) and Virtual Design Construction (VDC) teams worldwide. With a strong focus on customer satisfaction, we strive to maintain the highest standards of quality and service.
Job Description
We are seeking a highly motivated Client Service Specialist to join our team. In this role, you will be responsible for overseeing the entire customer lifecycle, from initial contact to resolution of issues. Your duties will include engaging assigned customers proactively, maintaining regular communication, developing customer success plans, and supporting incoming help requests via telephone, email, or live chat.
Key Responsibilities
• Oversee the end-to-end customer lifecycle to ensure a positive customer experience
• Engage assigned customers proactively and maintain regular communication
• Develop customer success plans to improve customer sentiment, service experience, product usage, and overall value realization
• Maintain proper customer information hygiene for accurate reporting
• Maintain client confidence and protect operations by keeping information confidential
• Support incoming help requests from end-users via telephone, email, or live chat
• Track and record the problem-solving process and document actions taken until resolution
• Deliver service and support to end-users via phone, email, or live chat
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Benefits
We offer an attractive compensation package, including health insurance, dental and vision insurance, 401K Plan, paid time off, paid holidays, regular free breakfasts, lunches, and snacks, bicycles to ride around campus, team BBQs, and annual company Olympics.
