Community Support Specialist
Yesterday
Description
• The Community Support Specialist is key in managing the company’s online reputation by addressing customer feedback and ensuring positive engagement across various platforms. • Respond promptly and professionally to community reviews, maintaining a courteous and solutions-oriented tone. • Provide prompt assistance to customers who reach out via email with a reference code, addressing their concerns and processing refunds as needed to ensure a positive resolution. • Actively engage with the community through our channel to build trust and enhance customer satisfaction. • Monitor and maintain the good standing of our review and community accounts. • Monitor and address negative feedback or discussions about the brand on community channels that could impact its reputation. • Engage directly with users to address their concerns. • Focus on ensuring a positive outcome for the customer that contributes to improving the brand's perception and ratings. • Collaborate with the support team as needed to address customer inquiries and ensure seamless service delivery. • Proactively seek solutions to maintain all accounts in good standing and prevent recurring issues. • Outside-the-box thinking.
Requirements
• Experience managing customer feedback and online reviews on community feedback platforms. • Great written communication skills with the ability to maintain a professional, empathetic, and solutions-oriented tone. • Demonstrated ability to think creatively and implement proactive solutions to resolve customer concerns effectively. • Experience tracking performance metrics and maintaining records to ensure KPIs are met. • Familiarity with online review management tools, CRM systems, or similar platforms for customer interaction. • Proven ability to handle sensitive customer situations with tact, understanding, and goodwill gestures to maintain brand reputation.
Benefits
• Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance. • Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days. • Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge. • Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities.
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