At Our Town America, As a Customer Support Representative plays a pivotal role in ensuring the satisfaction and retention of our clients, both franchisees and internal sales team clients. The teams primary responsibilities include maintaining existing client relationships, providing exceptional service, entering orders, identifying upsell opportunities, and securing renewals. We are looking for individuals who are detail-oriented, team players, and possess the ability to multitask while excelling in both customer service and sales.
Keys to Success
1. Client Relationship Management:
· Build and maintain strong, positive relationships with assigned clients.
· Serve as the main point of contact for client inquiries, requests, and concerns.
· Ensure client needs are met promptly and effectively.
2. Customer Service Excellence:
· Addressing client inquiries and resolving issues promptly.
· Proactively anticipate and address client needs to ensure their satisfaction.
· Communicating with franchisees
3. Upselling and Cross-Selling:
· Identify opportunities to upsell additional services or products to clients.
· Collaborate with the sales team to promote and sell relevant offerings to clients.
4. Order and Renewal Management:
· Entering new orders through our proprietary system.
· Monitor client contract expirations and initiate the renewal process.
· Engage with clients to secure contract renewals and maintain client retention.
5. Documentation and Reporting:
· Maintain accurate and detailed records of client interactions, communications, and transactions.
· Generate regular reports on client activity and engagement through system.
6. Team Collaboration:
· Collaborate effectively with other team members, including sales, marketing, and operations, to meet client needs and achieve company goals.
· Share insights and feedback to improve processes and client satisfaction.
Job Duties
· Self-starter, work ethic
· Strong interpersonal and communication skills.
· Customer focused
· Problem solver & performance oriented
· Possess phone, computer, email & basic data entry skills.
· Possess verbal, written & email communications with strong attention to detail.
· Can use Excel, Word, etc.
· Training and coachability
· Customer Service Training - Role-playing dialogue
· Managing & building business relationships
· Time management and follow-up
· Attend weekly department meetings
· Deadline Management – short deadline cycles (30 days)
· Explaining the benefits of our products
· Following up with prospects, email, phone calls
· Managing, servicing, and renewing accounts
· Managing workflow, ad submission, digital optimization/ ad approval
· Client evaluation, proactively managing expectations
· Personal professional development
· Previous experience in customer support, client services, or sales support is preferred.
· Detail-oriented with excellent organizational abilities.
· Ability to multitask and prioritize tasks effectively.
· The sales-oriented mindset with the ability to identify upsell opportunities.
· Team player with a positive attitude and a commitment to client satisfaction.
· Proficiency in using customer relationship management (CRM) software is a plus.
Job Type: Full-time
Pay: $18.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Clearwater, FL 33764: Relocate before starting work (Required)
Work Location: In person