Excellent Customer Service and WordPress Expert

___Key Details___
- MUST have excellent spoken English with a fairly "American" accent and excellent written English.
- MUST have at least 3 years of experience working with websites and with WordPress.
- Must be able to infer the clients goal, identify if what they are requesting will not achieve that goal well, know better options, and recommend alternatives in layman's terms.
- This is a FULL TIME position of 40 hours per week. 12 PH holidays and 12 days vacation time are included.
- Must work Monday-Friday, 9:00 AM - 5:00 PM USA Eastern Time Zone. (40 hours)
- Must have reliable power and internet.


___Business Summary___
At Websites For Anything, we design and build effective websites for micro-businesses. We specialize in helping locally-focused small businesses with between 1 and 25 employees have a highly effective website that supports the way they do business - through word-of-mouth referrals. We call this the "Relationship Website."


___Position Summary___
We are excited to offer an opportunity to a WordPress Specialist. This teaUpgrade to see actual infomber will interact directly with clients by email, chat, web meeting, and phone to make improvements to their website such as revamping a single page, adding a new section to a page, or adding a new feature (plugin) to their website (with the help of a developer), or uncommon changes. They will also perform standard content changes and routine maintenance work.


___Attributes Expected___
- Energy & Positivity - Consistently works hard with an uplifting & can-do attitude.
- Ownership - Takes ownership of tasks, sees them through to completion, including self-QA and follow up.
- Proactive - Thinks about the clients' request and identifies their true goal. Explains potential issues and recommends alternatives using layman's terms. Takes the next step without prompting.
- Personable - Communicates in a relatable way with non-technical clients using layman's terms.
- Initiative - Self-motivated to anticipate needs and identify and start productive work.
- Inquisitive - Seeks to understand why something is Upgrade to see actual infosires to learn new skills.
- Focus - Self-directs priorities based on client needs & company goals. Eliminates distractions.
- Team Player - Seeks opportunities to help and pitches in. Offers and accepts input graciously. Shows colleagues how to handle common issues and requests.


___Talents & Skills Required___
- Attention to Detail - Able to ensure nothing was missed.
- Website Strategy - Able to understand what the client is trying to accomplish and identify intelligent design, layout, structural, or functional changes or additions to make to accomplish that goal.
- Customer Service - Communicate with clients by email, chat, web meeting, and phone using clear, professional English, to get updates and feedback, and resolve issues.
- 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.
- 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.
- WordPress & Divi - Able to use WordPress and Divi to make changes and additions to websites.
- Tools - Able to use digital tools efficiently: web meetings, CRM, chat, email, phone, and more.


___Responsibilities___
- WordPress Updates - Make "large" changes to client WordPress websites when requested, such as adding a new section to a page, creating a new page from client content, re-organizing a footer, adding a testimonial section, adding a simple form, adding a photo gallery, etc.
- Guide Client Decision-making - Identify when a client's request is not in alignment with their goal or is not a good idea for their website. Kindly and clearly explain the issue in layman's terms and offer a suitable solution. This will sometimes require phone calls and/or video/screen-sharing with the client.
- Content Changes - Make standard image and text changes to client WordPress websites.
- Share Your Knowledge - Show your colleagues how to resolve recurring issues and requests.
- General Support - Monitor and manage Ticketing system, phone, email, and website chat when the Support Lead is on break or out on vacation. Training provided.
- Continuing Education - Stay current on developments in WordPress and website best practices.
- Team Communication - Use chat, Ticketing system, CRM, and email to contribute to an effective team.


___Education & Work Experience___
You must already have at least 3 years of experience working with websites and with WordPress. 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 working with new software.


___Compensation & Work Volume___
This is a full-time position with a monthly Upgrade to see actual infopensation will be determined based on experience. Training is provided and included. Work hours will be Monday-Friday, 9:00 AM - 5:00 PM USA Eastern Time Zone. You are expected to meet with the rest of the team virtually at least once a week. There will be a 90-day probationary trial period.