Customer Service Representative

The ExecRanks - Novato, CA (30+ days ago)3.7


We are on the hunt for an energetic, dedicated and team-oriented customer service minded individual that will offer superior customer service to our executive members and to our internal teams at The ExecRanks. The Onboarding Associate reports to the Onboarding Manager and owns the responsibility of delivering quality and efficient customer service to members through dedicated calls where our Executive Members are introduced to the amazing membership available for them at The ExecRanks.

The Onboarding Associate builds a rapport with our executive members through understanding the clients’ skills, background and objectives, and executing services efficiently. As part of the Onboarding team, this position will play a pivotal role in the initial training, onboarding process management for new executive members, delivery of superior client service, and setting the service expectation.

The Onboarding Associate is the first point of contact in the client’s experience after their initial membership purchase, this is a critical role in developing long-term customer success and demonstrating the value of being a member with The ExecRanks.

Is that you? If so let me introduce you to The ExecRanks. The ExecRanks is a successful private company that is in Novato. We are a passionate, growing team (140+ and counting) that is highly engaged and highly motivated to achieve the impossible, and we believe that is the key to our success. We have built a strong culture that is supportive, collaborative and social as we have plenty of fun work events, healthy snacks and a dog-friendly atmosphere. We offer competitive pay, health care, dental and vision benefits, paid holidays, vacation and sick time. Join us to be part of a company where you can learn, thrive and make a difference.

Responsibilities of an Onboarding Assocaite:

  • Actively engage and translate executive skills, background and personal growth goals into our proprietary systems to successfully onboard the new clients
  • Manage a portfolio of executives to onboard, ensuring a successful and timely completion of the onboarding process and assist clients with their needs
  • Appropriately, professionally, and respectfully communicate with executives via phone and email
  • Take sufficient notes, track and maintain accurate client records and ensure key onboarding milestones are met using our CRM
  • Become an expert on The ExecRanks platform, train customers (with varying levels of sophistication) on the basic features of the platform and other technical aspects of the onboarding process
  • Sufficiently prepare clients profiles using LinkedIn and data from other social networking sites
  • Properly and accurately input client data in CRM and other various platforms
  • Complete 6 - 1hr long scheduled onboarding calls daily with our executive clients
  • Assist customers by quickly identifying potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
  • Follow-up with clients at regular intervals to ensure their continuation of membership
  • Collaborate with Member Success, and Sales if needed, to ensure a smooth transition before and after onboarding
  • Other tasks or projects as assigned

Skills and Abilities:

  • Strong computer skills including database management, web searches, and email
  • Excellent interpersonal and communication skills
  • Ability to exercise good judgment in external communications
  • High level of professionalism with a passion for resolving issues
  • Demonstrated ability to respond to large quantities of emails and calls that are time-sensitive
  • Significant writing experience with an emphasis on speed, clarity, and attention to detail
  • Demonstrated ability to work independently
  • Willing to work flexible hours

Qualifications:

  • 2-year Call Center or Customer Support experience
  • Excellent English communication skills; both verbal and written
  • Professional, courteous and responsive customer service and phone skills
  • Ability to follow directions and work as part of a team
  • High School Graduate or GED, college experience is a plus
  • Sharp attention to detail and ability to multi-task
  • Must be able to perform administrative and clerical duties that include working on a Mac computer and telephone system
  • Successfully pass required background check

Physical Requirements:

  • Prolonged sitting throughout the workday
  • Ability to lift up to thirty pounds
  • Corrected hearing within normal range. A telephone device or headset to enhance hearing will be provided if needed
  • Corrected vision in the normal range

What you can expect from working at The ExecRanks:

  • Friendly and supportive work environment
  • High Energy and motivated teams
  • Paid holidays
  • 2 weeks vacation
  • Personal Floating Day
  • Friendly dogs as co-workers

Looking for your next career opportunity and ready for a challenge? If so, I'd love to speak with you! Please submit your resume by visiting the following link: http://jobs.jobvite.com/careers/theexecranks/job/o69F7fwL?__jvst=Job%20Board&__jvsd=Indeed

The ExecRanks is an Equal Opportunity Employer and ADA compliant.

Job Type: Full-time

Experience:

  • Customer Service: 2 years