Full Job Description

COMPANY OVERVIEW

Community Influencer®, Inc. is a business development startup based in Orange County, CA. Our mission is to glorify God by helping local business owners increase their income, so they can increase their impact. We do this via our popular online membership, the Community Influencer® Academy. Inside, we teach real estate professionals how to get more leads, clients, and referrals via our online courses, content, coaching, and community. We’re a fast growth, mission-oriented company (with awesome benefits) and we’re looking for an amazing, full-time, remote, Social Media Customer Service Specialist to join our high-performance Client Experience team. If you are a caring, highly-organized, Customer Service Specialist, CX Specialist, or Tech Support professional with social media experience, read on to learn more about this exciting opportunity!

POSITION OVERVIEW

This is a full-time, salaried role in our Client Experience Department, reporting to our CX Manager. For this remote role, you’ll need to have the ability to work from home 5 days a week. Typical hours for this role are 6 am - 3 pm, Monday-Friday PT. On rare occasion, there is a need to work additional hours on evenings and weekends during a launch or other events throughout the year.

MISSION

The mission of the Social Media Customer Service Specialist is to create a helpful, joyful, and magical brand experience on all of our digital customer service channels to ensure that every person in our community feels confident in our company's ability to deliver results during every step in their student journey - From follower to fan.

We’re building a team of tech-savvy Specialists who have an innate ability to serve, teach, and support our massive online community on various omnichannel platforms. Each Specialist will be an integral asset to the company by anticipating the needs of our amazing community, guiding them to relevant products in our product suite, helping members get more results, and managing subscriber accounts - So we can continue to serve our amazing members, create awesome products, and reach our revenue and profitability goals.

The most important responsibility of the Social Media Customer Service Specialist is to ensure that the customer has a trusted guide and advocate in every aspect of the business.

RESPONSIBILITIES

The Social Media Customer Service Specialist will have the following primary responsibilities:

Provide Outstanding Customer Service On Our Omnichannel Platforms

Serve, teach, and guide Members (and leads) on all the following platforms:
Facebook Group: Moderate all posts, comments, and replies
AgoraPulse: Facebook, Instagram, YouTube, and LinkedIn replies and DM’s
Freshdesk: Email, live chat, co-browsing, SMS, and chatbots
Zoom: Moderate all live Coaching Calls (twice a week)
Create meaningful experiences and nurture relationships to increase customer advocacy resulting in sales, referrals, testimonials, ascension, and retention.
Work closely with the CX Manager and Marketing Department to anticipate high traffic volume that may affect the customer experience.
Reach out to customers during subscription interruptions in order to retain accounts.

Grow, Support, and Optimize our Digital Product Suite

Support our entire product suite comprised of online courses, coaching, content, and community
Help develop the strategies to create new learning products, services, and experiences that are valuable to the customer
Identify and test new ways to upsell, downsell, and cross sell relevant programs in our product suite so we can provide greater solutions for students at every level of their customer journey

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