Customer Support Specialist

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Terraboost Media is seeking a Customer Support Specialist to join our team. The Customer Support Specialist is primarily responsible for answering customer questions and complaints during the implementation phase and throughout the campaign lifecycle. This role involves welcoming new clients, responding to calls, emails, and chats, and collaborating with internal departments to ensure accurate information regarding sales orders. The CSS also works to retain customers considering cancellation.

Compensation is $22-$25 per hour, commensurate with experience and skills.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Identify and address customer concerns, issues, and objections regarding cancellation of services.
• Utilize cancellation-save techniques to retain customers and prevent churn.
• Educate customers on the value and benefits of our products / services to encourage retention.
• Investigate the root cause of cancellation requests and propose solutions to mitigate future cancellations.
• Document all customer interactions and update customer records accurately.
• Collaborate with sales, client success, billing, and operations teams to resolve issues.
• Stay updated on product / service offerings, pricing, and policies to provide accurate information.
• Meet or exceed performance targets related to customer retention and satisfaction.
• Seek opportunities for process improvement to enhance the customer experience.
• Perform other duties as assigned.

Required Skills and Abilities

Minimum Required Education and Experience

A minimum of 1 year of relevant customer service experience or a bachelors degree in Sales & Marketing, Communications, Business, or a related field.

Benefits

Terraboost Media offers a comprehensive benefits package including Medical, Dental, Vision Insurance, Life Insurance, Short- and Long-Term Disability, HSA, FSA, EAP, paid vacation, sick leave, and holidays, including a floating holiday.

Additional Details

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