Customer Care Specialist
June 20
Description
• HighLevel is a cloud-based, all-in-one white-label marketing and sales platform. • We help marketing agencies, entrepreneurs, and businesses elevate their digital presence and drive growth. • Our goal as an employer is to maintain a strong company culture and encourage a healthy work-life balance. • HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. • Our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly. • We handle over 80 Terabytes of data across 5 Databases.
Requirements
• The primary role of the Customer Care Specialist is to ensure that customers are delighted, seeing the value and actively using and advocating HighLevel’s software application. • Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current subscriptions or services by identifying needs and offering solutions. • Turn reasonable requests for disconnection or downgrade into save or expansion opportunities. • Actively listen to customer needs and offer the appropriate retention activity to prevent churn. • Monitor at-risk indicators and use the appropriate outreach based on what type of activity turned the customer's HighLevel health to “Red”. • Manage and lead at-risk customers through the HighLevel journey while maintaining the company service standards. • Build customer loyalty by providing legendary customer service. • Based on retention outcome, update customer accounts in customer record database using the appropriate cancellation or downgrade reason code. • Resolve customer complaints and situations calmly and courteously. • Troubleshoot and resolve service, pricing and technical problems for customers. • May assist in the training of new Representatives through on-the-job training programs or remote. • Assist in driving customer surveys and feedback. • Monitor at-risk indicators and use the appropriate outreach based on what type of activity turned the customer's HighLevel health to “Red”. • Partnering with Account Executives, and other personnel to identify new upsell opportunities and ensure renewals. • Coordinating with Technical Support, Finance, and/or partners to identify and resolve any issues. • Contribute to customer forums & community. • Cross train with other success functions. • Use internal resources to explain our competitive edge. • Associates degree or equivalent work experience. • Minimum of two years software account management/customer services. • Strong skills, tact and diplomacy in dealing with sensitive customer issues. • Ability to handle multiple tasks in a fast paced environment. • Strong verbal and written communication skills. • High sense of ownership of the positive client experience. • Team player who displays a high level of professionalism. • Self-starter with high initiative, self-motivated, flexible and results-oriented. • Very detail oriented and capable of managing multiple tasks under tight timeframes. • Strong work ethic -- keeps commitments; dedicated, punctual and completes tasks on time. • Strong problem-solving skills. • Fluent in English. • Demonstrated verbal and written communication skills.
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