Client Experience Associate

Role:

As a Client Experience Associate, you are responsible for providing an exceptional customer experience to all Acquisition.com Scaling Workshop attendees and book customers. Your job is to provide white-glove service by working with each customer to ensure they receive timely, comprehensive responses to inquiries and to improve upon any areas of potential dissatisfaction. You will be expected to provide support to customers with the goal of answering all questions about upcoming workshops and the business’s products. To be a successful Customer Experience Associate, one must excel at working directly with clients to problem solve or answer inquiries, think critically, communicate with clients and teammates, and identify opportunities for improved customer experience.

You are the Acquistion.com Scaling Workshop client’s main POC throughout their workshop customer journey, and therefore you are expected to maintain an enthusiastic “can do” attitude to provide them the necessary resources before, during, and after the event experience.

Responsibilities: • Provide expert support to Acquisition.com customers and collaborate with client success managers, internal sales teams, and workshop event teams by addressing customer requests promptly and thoroughly. • Treat every customer with a “white-glove” service mentality embodying our core values in your responses, ensuring that all inquiries via phone, email or SMS are answered specifically to the concern of the individual customer • Advise customers on how to best access Scaling Workshop or book product information • Responsible for researching and resolving complaints through internal or escalation processes to ensure high satisfaction • Handle customer escalations via phone, email, and SMS with professionalism and accuracy • Own internal customer service processes ensuring compliance and accurate reporting for both workshops and book service/products • Work closely with your workshop events teammates to ensure attendee information is accurate and vetted for each workshop date • Leave every Acquisition.com customer with a positive experience to increase brand awareness and build a strong sense of community • Provides regular input to Director of Customer Success on reporting, areas of improvement related to customer experience and satisfaction, and process improvements • Assist with ongoing creation and development of SOPs that support our Customer Experience objectives

Requirements: • At least 3+ years of professional experience in Customer Service, Client Experience or other front-facing luxury guest experience position(s) • Strong customer orientation with desire and willingness to help provide the possible customer experience • Able to self-direct and properly manage one’s time, strong sense of urgency and autonomy • Experience in building and maintaining strong relationships with customers • Excellent communication skills, both written and verbal • Preferred experience with CRM and ticketing systems such as ZenDesk, Hubspot or HelpScout • Experience with Microsoft word and Excel, or Google Docs and Sheets • Ability to learn quickly and execute at a high level with speed • Ability to work under stress and pressing deadlines • Able to make autonomous decisions of how to handle customers based on position training, company moral/values and set guidelines • Able to handle difficult conversations regarding upset customers and de-escalate those situations • Able to work M-F 8AM-5PM MST; Must be flexible and able to work additional hours/weekends before workshop events/holidays if the situation warrants it • Able to multitask efficiently and without issues • Generally reachable and responsive to slack during working hours

Results:
• Customer issues and requests revolving around product/service are documented and resolved
• All customer interactions are recorded in CRM by EOD each day
• Customers are supported in a consistent, friendly and enthusiastic manner
• All policies and procedures are followed to optimize the customer experience and ensure high-value engagements with each customer
• CEA remains up to date on the service/products to demonstrate technical and strategic competence when handling support inquiries or questions
• Consistently follows escalation protocol put in place by the Director of Customer Success
• Resolve non-escalated inquiries on average within 24-hours
• Maintain an average email first response time of >60 minutes
• Maintain a client satisfaction rating of above 4.5/5
• Maintain a client effort score rating of 4.5/5
• Create loyal brand advocates through WOW experiences

Communication Cycle:

Daily
• Communications on high priority items or escalations via slack with direct supervisor
• Long-form questions or requests, as well as low-priority items, are consolidated as best possible and communicated to direct supervisor via emails, with potential for follow-up via slack

Weekly
• EOW Report is delivered to Supervisor by Thursday 5PM MST
• Attends Weekly 1:1 with Supervisor
• Attends Weekly Company Meetings
• Attends cross departmental meetings as direct supervisor sees necessary
• Attends any Weekly, Monthly, Quarterly and Annual meetings as requested

Chain of Communication:
• Search within all content/materials/processes provided or available to retrieve answer or way of resolving situation
• Reach out to assigned Slack support channel to gain insight into the situation and see if a resolution can be found
• If still unresolved, reach out to DOCS regarding situation (using methods of communication in line with priority)
• Follow up with DOCS in a timely manner based on priority of request, and continue to do so until a resolution is found

Location:
• Remote

Salary:
• $70,000-$80,000

Benefits:
• Acquisition.com believes great people are at the center of every successful business.
• Medical, Vision, Dental Benefits
• 401(k) with employer match
• Flexible PTO

Acquisition.com Core Values

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.

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