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Customer Service Specialist

Company: Iron Neck
Location: Austin
Posted on: January 15, 2022

Job Description:

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 efforts.
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 be eliminated.

Keywords: Iron Neck, Austin , Customer Service Specialist, Hospitality & Tourism , Austin, Texas

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