Job Description:

Overview


The SocialCRM Support Agents will be Mitchell1's primary interface with the shop owners who have purchased SocialCRM services. These agents will be critical to the long term success of the program by establishing a strong relationship with each shop customer. The agents will both support incoming inquiries pertaining to the services as well as set appointments to handle support as outlined in the SocialCRM Support document (attached), in order for the shop owner to maintain satisfaction with the SocialCRM program and retain the SocialCRM services with Mitchell1.



Responsibilities

• Understand the SocialCRM product requirements and be able to complete registration and install extraction utilities.


• Handle inbound SocialCRM support calls pertaining to changing pricing, coupon offers, shops numbers, SEO, addresses and set-up information.


• Perform outbound calls through appointments to provide services as outlined in the SocialCRM Support document (attached).


• Work with shop owners to determine current level of SocialCRM service and decide whether to expand those services to reach a larger customer base.


• Help customers manage their business websites (WordPress)


• Help customers manage Google Ads


• Other duties may be assigned as necessary.

Qualifications

• Experience in a customer service / support environment mandatory.


• Excellent communicator both verbally and in writing. Position will require ongoing interaction with shop owners and service managers, as well as marketing personnel and Mitchell1 senior management.


• Receiving Inbound and making outbound calls


• Solid computer skills - specifically with Word, Excel and Outlook.


• Bachelor's degree preferred but not required.


• Basic knowledge of SEO (search engine optimization) strategies preferred not required.


• Basic knowledge of WordPress preferred but not required.


• Basic knowledge of Facebook functionality.

Knowledge of basic marketing fundamentals and Return on Investment calculations is desirable Apply Now