Customer Relationship Specialist

Company Summary:

When you connect with the hugely popular brand known as The Kris Krohn Team, the journey will benefit both your career and your personal growth (www.kriskrohn.com).

Kris Krohn is a real estate maverick, best-selling author, speaker & breakthrough mentor. He helps people get on the path to financial freedom through financial principles, training, and real estate investing. Kris' passion is helping people bridge the gap between where they are now & the results they want to achieve in every aspect of their lives including wealth, health, connection, and personal power. His wildly successful training is currently consumed by millions of people on YouTube, all social media platforms, podcasts, webinars, and ... well, let's just say that Kris is EVERYWHERE!

Are you passionate about providing exceptional customer service and resolving inquiries with precision and care? We are seeking a dedicated Customer Relationship Specialist to join our dynamic team. If you possess a blend of strong communication skills, empathy, and a knack for problem-solving, we want to hear from you!

Responsibilities:

• Resolve Support Tickets: Address and resolve customer inquiries and issues promptly through a ticketing system, ensuring satisfaction and adherence to service level agreements. Aim for an average ticket resolution time of 24 hours, with initial responses within several hours during business hours.
• Respond to Emails: Promptly address support-related emails, ensuring no important inquiries remain unresolved for longer than 24 business hours. Forward emails to the relevant departments for specialized assistance.
• Answer Calls/Texts: Respond to support inquiries via phone calls and texts during business hours, providing timely assistance to customers.
• Basic Management of Book Fulfillment: Collaborate with the book fulfillment team to ensure timely delivery of orders, track inventory, and resolve issues with orders promptly.
• Manage Facebook Group Requests: Administer requests to join private Facebook communities, ensuring timely approval or denial according to established criteria.
• Complete Tasks from Operations Management: Undertake projects assigned by management, collaborating with relevant departments to ensure timely completion.
• Make Suggestions for Improvement: Provide feedback and suggestions for system improvements based on customer interactions and experiences, contributing to our commitment to customer success.
• Handle and Escalate Refund Requests: Follow standard procedures for processing refund requests, escalating complex cases to sales management as needed, and ensuring timely communication with customers.
• Involvement in Live Events: Assist with various tasks at live events, coordinating with management and event coordinators to fulfill designated responsibilities.
• Track Support-Related KPIs: Monitor key performance indicators such as ticket resolution time and refunds processed, reporting progress regularly to management.

Qualifications:

• Adaptability: The ability to quickly adapt to changes in processes, priorities, or customer needs.
• Problem-solving: Strong problem-solving skills to analyze customer issues and identify effective solutions efficiently.
• Tech-savviness: Proficiency in using CRM digital tools such as Hubspot and Go High Level, along with various social media platforms to help engage with customers across different channels.
• Cross-functional collaboration: The ability to collaborate effectively with colleagues from different departments to ensure the seamless resolution of customer issues that may require input from multiple areas of the business.
  
• Sales acumen: While not directly involved in sales, having a basic understanding of sales principles is helpful in identifying opportunities to upsell or cross-sell products/services to customers when appropriate.
• Data analysis: The ability to interpret customer data and draw insights to help with decision-making and drive improvements in the customer support processes.
  
• Resilience: Dealing with customer inquiries can sometimes be challenging and requires resilience and the ability to maintain composure under pressure.
• Continuous learning: Staying updated on industry trends, best practices in customer service, and new technologies to ensure ongoing improvement and effectiveness in the role.

Benefits:

• 12 paid vacation days annually (4 hours PTO accrue every pay period)
• 10 paid holidays plus one birthday holiday
• Eligible for health, dental, vision, life, disability, and critical care benefits
• On-site gym

Job Type: Full-Time

Salary: $50,000 - $60,000 DOE

If you are ready to join a dynamic team dedicated to providing exceptional customer experiences, apply now and be part of our journey towards excellence in customer satisfaction!