ROLE: SUPPORT REPRESENTATIVE
Location: Remote
Responsibilities:
- Answering or making calls to clients to learn about and address their needs, and provide answers to any questions or issues with products or services.
- Responding efficiently and accurately to users via phone, email and live chat, explaining possible best practices or solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with users, confirming or clarifying information and being able to escalate user questions and set appointments for Product Advocates or Account Managers.
- Building lasting relationships with users and other team members based on trust and reliability.
- Utilizing CRM (Customer Relationship Management software), communication plans and technology tools appropriately.
- Understanding and striving to meet or exceed expected representative metrics while providing excellent consistent customer service.
- Making data and user recommendations for products or services that may better suit client needs and setting appointments for Product Advocates.
- Taking part in CRM training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures.
Call Center Representative Requirements:
- High School Diploma or equivalent.
- More education or experience may be preferred.
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- To be a personable and confident communicator.
- Understanding of company products, services, and policies.
- Proficiency with computers, especially with CRM (Customer Relationship Management) software, and strong typing skills.
- Ability to ask prying questions and diffuse tense situations.
- Strong time management and decision-making skills.
- Self-motivated career-driven individual willing to work diligently to advance.
- Adaptability to varied tasks and accountability for the completion of a specific task in a timely manner.
COMPANY DESCRIPTION
AnalyticOwl is a cutting-edge Advertising Analytics company with staff in New Jersey, Florida, Pennsylvania, Arizona and California.
At AnalyticOwl we provide our clients – leading broadcasters (TV and Radio), ad agencies, and brand marketers – world class Advertising Analytics solutions and sales support services to help them succeed and drive incremental revenue. We are a truly integrated partner with our clients – a value-added extension of their sales team designed to retain advertisers and demonstrate ROI. We provide actionable analytical insights that help advertisers optimize their campaigns and demonstrate the value of their ad spend and the station’s performance via website, search, social and foot traffic.
AnalyticOwl Mission Statement:
To provide better information, via better technology, to advertisers, ad agencies and media companies so we can help organizations retain and gain advertising revenue.
To create and develop industry firsts and get to market first, via agile technology development using consistent and customizable data relevant for all industry categories.
To excel in rapid customer care and listen to customer suggestions for improvements and react quickly to super serve clients quickly.
To ensure employee opportunity at all levels and encourage deep thought, problem solving and new ideas.
JOB DESCRIPTION
We’re seeking Support Representatives to join our growing TV and Radio Advertising Analytics support team in Bernardsville, NJ. The ideal candidate would be organized, punctual, able to follow directions while providing valuable feedback, and have a desire to work with TV and Radio media groups. We manage TV and Radio Analytics for advertisers and ad agencies on behalf of some of the country's largest media companies. Our Support Representatives interact directly with TV and Radio Account Managers (and their clients) to help present our Analytics platform and ensure questions are answered.
We are searching for a polite, professional Support Representatives to work closely with other team members to provide outstanding service to our existing customers and potential customers through educational outreach on our new products via outbound emails, calls and webinars, as well as answering inbound inquiries and setting appointments for our Product Advocates to present our advertising analytics dashboard. The Support Representatives may handle a high volume of inbound or outbound calls and emails and should seek to create a positive experience for each customer. They will listen to clients to understand the reason for their call or outreach, address all questions or complaints, and provide a timely, accurate and efficient response.
To be a successful Support Representative, you should be customer-focused, detail oriented and efficient. You should be polite, reliable, knowledgeable, and adaptable. You should have good communication skills and good writing skills with good grammar. Training is provided by the company.
COMPENSATION AND BENEFITS
$40,000 / yr and excellent benefits.
Benefits available include: paid time off, medical, dental, vision, 401(k)
Equal Employment Opportunity Policy
AnalyticOwl provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
