Customer Service Lead

___Key Details___
- MUST have excellent spoken and written English.
- MUST have VERY reliable power and internet to host web meetings with clients regularly.
- Work hours will be Monday-Friday, 9:00 AM - 5:00 PM Eastern Time Zone.
- This is a FULL TIME position of 40 hours per week. 12 PH holidays and vacation time are included.


___Business Summary___
At Websites For Anything, we design and build effective websites for micro-businesses. We specialize in helping locally-focused small businesses with up to 25 employees have a highly effective website that supports the way they build their business - through word-of-mouth referrals. We call this the "Relationship Website."


___Position Summary___
We are excited to offer an opportunity for a Customer Service Lead. This tea ---------- mber will be responsible for managing inquiries from prospective clients, coordinating resolution of trouble tickets, handling client payments, and setting up and a managing client profiles within various systems such as Uptime Robot, Yext, a feedback request system, and more.


___Attributes Expected___
- Energy & Positivity - Consistently works hard with an uplifting & can-do attitude.
- Initiative - Self-motivated to anticipate needs and identify and start productive work.
- Inquisitive - Seeks to understand why something is ---------- sires to learn new skills.
- Focus - Self-directs priorities based on client needs & company goals. Eliminates distractions.
- Team Player - Sees opportunities to help and pitches in. Offers and accepts input graciously.
- Tech-Comfy - Able to utilize computers, web tools, and new software with minimal direction.
- Relatable - Able to convey understanding, passion, and excitement for another's business.
- Personable - Can speak with non-technical clients in such a way that they are put at ease.
- Juggler - Able to adapt to the ever-changing realities of working with multiple clients.


___Talents & Skills Required___
- Attention to Detail - Able to ensure nothing was ---------- the subject of your message to apply for this job please put CSL21.
- Tools - Able to use digital tools efficiently: web meetings, CRM, invoicing, chat, email, and more.
- Small Business Familiarity - Familiar with common pain points and realities of small - business.
- Business Comprehension - Able to guess the services likely offered by a business with minimal info.
- Critical Marketing Thinking - Able to guess the target customer of a business with minimal info.
- Artistic Eye - Able to recognize whether something "looks good" and professional or not.


___Responsibilities___
- Invoicing Support: Collect payment info, create or modify recurring invoices, follow-up on overdue invoices.
- Trouble Ticket Management: Receive website trouble tickets or change requests, create ticket in system and assign to appropriate tea ---------- mber for resolution. Follow-up to ensure timely completion of tickets.
- WordPress Updates - Make standard image and text changes to client websites. Training available.
- Yext and review requestor Coordination: Obtain information from client, set-up profiles within systems, review service performance monthly, and send monthly check-in/reminder emails to client.
- Website performance Management: Setup Uptime Robot on websites and send monthly check-in/reminder emails to client.
- Monthly reports: Send monthly reports to Clients summarizing website and/our outreach performance.
- Manage Prospective Client Inquiries: Monitor phone, email, website chat, and company FaceBook page for prospect ---------- put into CRM and provide contact information to Sales staff for follow-up.
- Coordinate with Team - Provide instruction and feedback to technical support, sales, and other tea ---------- mbers.
- Team Communication - Use project management, CRM, calendar, chat, and email to keep team updated.
- Strategic Development - Collaborate with the rest of the team as we seek constant improvement.


___Education & Work Experience___
While there is no minimum education requirement, the employee must demonstrate maturity, respect for prospects, clients and supervisors, and a professional impression in communication, spelling, and grammar. We expect to spend time teaching you about our company, what we offer and how our approach is different from our competitors. We will provide video, written, and hands-on training on our tools and processes, but also expect you to be resourceful to find answers on your own when using new software.


___Compensation & Work Volume___
This is a full time position with a monthly ---------- pensation will be determined based on experience. Training is provided and included. Work hours will be Monday-Friday, 9:00 AM - 5:00 PM Eastern Time Zone. Additionally, there will be opportunities to learn new skills in other website support services. The Customer Service Lead will be expected to meet with the rest of the team virtually at least once a week. There will be a 90-day probationary trial period.