Customer Service Specialist
Company: Iron Neck
Posted on: January 15, 2022
Iron Neck is seeking a Customer Success Agent who can interact
with prospective buyers and customers, providing them with a
unified experience across all digital and traditional support
channels. This role will manage support tickets and build a self
service experience across all channels by incorporating knowledge
base automation and FAQ response templates. You will work closely
with the sales, marketing, and operations teams to facilitate sales
and communicate customer support trends. This role is expected to
support the team in strategy and thought-leadership regarding
customer lifecycle experience. Specific tasks an be categorized by
3 distinct objectives.
Objective 1: Providing assistance to customer inquiries and
reassuring / motivating visitors through the purchasing journey
Answering questions via website chat bot and organizing chat flows
for better customer experiences.
Answering questions via telephone and organizing call structures
and automotive processes.
Quantifying and labeling like conversations so as to be referenced
at a later date.
Ensuring all conversation labels are relevant and proportional to
the degree they get used.
Objective 2: Gathering customer insights to improve marketing
Design and execute customer polling to gather broad and specific
data and feedback on brand response, buying processes, and created
content( surveys, polls, phone calls)
Organizing insights in easy reports that can guide decision making
based on a specific marketing effort.
Objective 3: -Working with specific team members and the marketing
department to influence customer facing initiatives .
Sharing recent and steady state customer data to evaluate trends
and monitoring improvements to specific efforts.
Meeting regularly with creative, advertising, and outreach teams to
share relevant insights and explore areas where friction points can
Keywords: Iron Neck, Austin , Customer Service Specialist, Hospitality & Tourism , Austin, Texas
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