Responsibilities: Providing day-to-day leadership to Brandmuscles Partner Support team, helping to ensure that all support service level metrics are being achieved Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle clients Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscle’s local marketing services Working with cross-functional team members to drive business targets and deliver on shared team goals Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement) Presenting a training program and defined career path Respond to customer inquiries (incoming calls, chats and emails), resolve problems, and provide a positive customer experience Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives Team management: Hire, train, and supervise customer support representatives Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management Quality assurance: Develop/Review quality control processes, review interactions and provide feedback to improve service delivery Training: Provide training and upskilling opportunities for team members Requirements Bachelor’s degree required Familiarity with a variety of approaches to provide customer service through email, chat, and inbound/outbound calls Superior communication skills, both verbal and written Detail- and client service-oriented Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook) Excellent organizational skills Ability to manage escalation path Willingness to work in 24 * 7 work environment Willingness to work on weekends with scheduled week offs as per business requirement Experience Minimum of (5) years of management experience in a customer support environment Experience with Zendesk, Salesforce, Workforce Management recommended
Experience Bachelors degree or equivalent experience, in marketing, advertising, or a related field 2+ years of advertising, client management, or project management in a SAAS environment preferred Previous print production and/or print fulfillment experience preferred. Responsibilities Responsible for ongoing day-to-day client deliverables on assigned accounts Responsible for execution for client deliverables, orders, and management on assigned accounts Manage all aspects of assigned technical and creative projects, including project planning, fact -finding, execution, timing, functionality, troubleshooting, quality, and cost with manager support. Provide problem recognition, research, isolation, and resolution steps with Manager support. Work closely with cross-functional departments to set project expectations, priorities, and deadlines and effectively communicate client requests, concerns, and feedback to internal teams Responsible for updating and maintaining client training and knowledge documentation Attend and participate in client calls, manage status reports and provide meeting minutes. Able to identify issues, report and oversee to resolution with Manager support Requirements Excellent project management and communication skills Detail-oriented with strong troubleshooting, analytical, and problem-solving abilities Strong interpersonal skills, ability to work with cross-functional teams Must be available for a flexible work schedule to accommodate clients on advertising deadlines Must possess a strong work ethic, be self-motivated and have a team player mentality Ability to manage multiple projects in a fast-paced environment Must be thoroughly computer literate and able to learn new software and applications quickly Available to work night shift (US time zone).
Experience Bachelors degree or equivalent experience, in marketing, advertising, or a related field 2+ years of advertising, client management, or project management in a SAAS environment preferred Previous print production and/or print fulfillment experience preferred. Responsibilities Responsible for ongoing day-to-day client deliverables on assigned accounts Responsible for execution for client deliverables, orders, and management on assigned accounts Manage all aspects of assigned technical and creative projects, including project planning, fact -finding, execution, timing, functionality, troubleshooting, quality, and cost with manager support. Provide problem recognition, research, isolation, and resolution steps with Manager support. Work closely with cross-functional departments to set project expectations, priorities, and deadlines and effectively communicate client requests, concerns, and feedback to internal teams Responsible for updating and maintaining client training and knowledge documentation Attend and participate in client calls, manage status reports and provide meeting minutes. Able to identify issues, report and oversee to resolution with Manager support Requirements Excellent project management and communication skills Detail-oriented with strong troubleshooting, analytical, and problem-solving abilities Strong interpersonal skills, ability to work with cross-functional teams Must be available for a flexible work schedule to accommodate clients on advertising deadlines Must possess a strong work ethic, be self-motivated and have a team player mentality Ability to manage multiple projects in a fast-paced environment Must be thoroughly computer literate and able to learn new software and applications quickly Available to work night shift (US time zone).
About Client Success Delivery, Print Fulfillment - Specialist The Client Success, Print Fulfillment Specialist is responsible for the daily delivery and execution for assigned client accounts, including execution for all print fulfillment, orders, and project management in a fast-paced environment. This role will manage all aspects of assigned technical and creative projects, including project planning, fact -finding, execution, timing, functionality, troubleshooting, quality, and cost. The Client Success, Print Fulfillment Sr. Associate will learn to demonstrate a deep understanding of BrandMuscles product and service offerings and share examples and case studies that will help support the clients objectives.We are looking for dedicated, high caliber professionals who are smart and energetic, have a positive attitude and take pride in their work. Team players with excellent project management and communication skills who thrive in an exciting, ever changing environment, come join us! Experience Bachelors degree or equivalent experience, in marketing, advertising, or a related field2+ years of advertising, client management, or project management in a SAAS environment preferred Previous print production and/or print fulfillment experience preferred. Responsibilities Responsible for ongoing day-to-day client deliverables on assigned accounts Responsible for execution for all print fulfillment, orders, and management on assigned accounts Manage all aspects of assigned technical and creative projects, including project planning, fact -finding, execution, timing, functionality, troubleshooting, quality, and cost with manager support. Provide problem recognition, research, isolation, and resolution steps with Manager support. Work closely with cross-functional departments to set project expectations, priorities, and deadlines and effectively communicate client requests, concerns, and feedback to internal teams Responsible for updating and maintaining client training and knowledge documentation Attend and participate in client calls, manage status reports and provide meeting minutes. Able to identify issues, report and oversee to resolution with Manager support Requirements Print production and/or print fulfillment experience preferred. Excellent project management and communication skills Detail-oriented with strong troubleshooting, analytical, and problem-solving abilities Strong interpersonal skills, ability to work with cross-functional teams Must be available for a flexible work schedule to accommodate clients on advertising deadlines Must possess a strong work ethic, be self-motivated and have a team player mentality Ability to manage multiple projects in a fast-paced environment Must be thoroughly computer literate and able to learn new software and applications quickly Open to working night shifts (US time zone).
Job Description Duties/Responsibilities: • Respond to incoming calls, chats and emails from customers in a prompt and professional manner, ensuring the customer receives the highest level of service. • Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures. • Understand the company's products or services to effectively address client questions and concerns. • Identify customer needs through active listening, researching issues, resolving problems, and providing solutions. • Document tickets (calls, chats and emails) in the call center database. • Follow specific scripts or call flows to ensure accuracy of information provided. • Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer. • Attend training sessions and team meetings to enhance skills and knowledge. • Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary. • Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions. • Show a willingness to learn new things and adapt to company guidelines and procedures. • May perform other administrative duties as assigned. Required Skills/Abilities: • Strong written, phone and verbal communication skills along with active listening. • Exceptional communication and interpersonal skills. • Empathy and customer-oriented approach. • Ability to handle multiple tasks and prioritize effectively. • Proficient in call center software and technology. Experience with Zendesk is a plus. • Strong problem-solving skills to address and resolve customer issues efficiently. • Proven track record of reliability. • Willingness to work in 24 * 7 work environment. • Willingness to work on weekends with scheduled week offs as per business requirement. Education and Experience: • Bachelors degree and equivalent experience. • Experience in a customer support role or a related role in American process. Ability to work independently.