What are the responsibilities and job description for the Customer Support Representative position at Marriage Helper?
Job Summary
Who is Marriage Helper:
Our mission is to support, save, and strengthen marriages to last a lifetime. We do this through online memberships, coaching, and online and in-person workshops for couples.
Who we are looking for:
A motivated self-starter with a proven ability to thrive in ambiguous environments. You should demonstrate exceptional initiative, adaptability, and problem-solving skills, consistently delivering high-quality results with minimal direct supervision. You will need to be driven by challenges, and you excel in independently navigating complex situations.
The expectations of the role:
You'll be answering incoming calls, responding to voicemails, and emailing clients back to handle support issues, login issues, and general questions. A couple of times a month you will also aid in setting up for our in person events.
What you’ll do:
Phone support
Handling support tickets
Assisting with tech issues
General inquiry responses
Event set-up and coordination
KPIs:
- Time to first email response (within 1 day)
- Client satisfaction score (CSAT) (over 70%)
- Managing incoming calls and voicemails during working hours
Duties
- Develop and maintain strong relationships with clients to ensure their success and satisfaction with our products.
- Analyze customer feedback and usage data to identify opportunities for improvement and growth.
- Manage customer accounts, ensuring all inquiries are addressed promptly and effectively.
- Utilize Hubspot and other Customer Relationship Management (CRM) tools to track customer interactions and progress.
- Help set up for in person events
Requirements
- 3 years of proven experience in a customer-facing role in a high-ticket industry with B2C experience
- Strong computer tech skills and understanding
- Organized and quick to answer client questions
- Excellent communication skills, both verbal and written, with a focus on relationship building.
- Familiarity with Customer Relationship Management (CRM) software, particularly Hubspot.
- Ability to work independently as well as collaboratively within a team environment.
- A proactive approach to problem-solving with a strong attention to detail.
- A passion for helping customers succeed and a commitment to delivering exceptional service.
Job Type: Part-time
Pay: $18.00 - $22.00 per hour
Expected hours: 20 – 30 per week
Shift:
- 8 hour shift
Work Location: In person
Salary : $18 - $22