Customer Care Specialist

Job Summary

The Customer Care Specialist loves to drive results and promote the highest level of client satisfaction by turning a client into a true partner and developing real, authentic relationships. Client success is top of mind at ProSites and as such we empower our employees to drive that message home with our clients. You constantly are looking to identify & cultivate business growth opportunities while ensuring a high level of continuous client satisfaction. Your clients must be real relationships you value, and you would do anything to maintain a high level of trust with them.

Responsibilities:

• Position the agency as a partner who provides leadership, insights, and guidance with the client’s marketing plan(s)
• Exhibit exceptional organizational skills and maintain up-to-date documentation of all client activities throughout the agency
• Have an extremely high level of ownership and responsibility; represent the client internally
• Define client success benchmarks and ensure a collaborative relationship with the client to ensure those benchmarks are achieved
• Become the client’s trusted website consultant by recommending best-practices for their website through recommend aesthetics, ease of navigation, and overall architecture.
• Assign, update, and manage client requests through cases in our ticketing system.
• Provide existing clients recommendations on overall site edits/performance.
• Demonstrate outstanding customer service through phone, email, and chat support.
• Perform edits through our proprietary website editor (required knowledge of Word, HTML, scripting, etc.)
• Regular and reliable attendance is expected as this is a full-time position
• Other duties as assigned by management

Requirements:

• Proficiency in Microsoft Office (including Word, Excel, PowerPoint, etc.)
• Basic HTML understanding
• 3+ years of customer service experience in a fast paced, customer focused, technical call center environment
• Familiarity with CRM, preferably Salesforce.com, or similar systems required
• Strong time management and project management skills

Preferred that you are located within 35 miles of Murrieta, CA (92563) and able to work a hybrid schedule, reporting to our Murrieta, CA office location three days per week? 

Physical/Mental Requirements for the Job:

• Prolonged periods of sedentary movement
• May be requested to work overtime and weekends if deemed necessary
• Must be able to lift at least 20 pounds
• Certain management positions might be required to occasional travel