About the job
About HighLevel: HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home. Our Website - https://www.gohighlevel.com/ YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/ Our Customers: HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors. Scale at HighLevel: We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases. Requirements & Responsibilities
- Who You Are:
- The primary role of the Customer Care Specialist is to ensure that customers are delighted, seeing the value and actively using and advocating HighLevel’s software application. The Customer Care Specialist will coordinate with other departments to garner support in turning at-risk of churn customers from “red” to “green”. They will perform proactive outreach and monitor client health algorithms in efforts to retain clients and reduce churn
- Essential Functions:
- Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current subscriptions or services by identifying needs and offering solutions
- Turn reasonable requests for disconnection or downgrade into save or expansion opportunities
- Actively listen to customer needs and offer the appropriate retention activity to prevent churn, such as educating customers in the use of installed products, service offerings, billing, charges, and product features
- Monitor at-risk indicators and use the appropriate outreach based on what type of activity turned the customer's HighLevel health to “Red”
- Manage and lead at-risk customers through the HighLevel journey while maintaining the company service standards to provide a consistently superior customer experience
- Build customer loyalty by providing legendary customer service
- Based on retention outcome, update customer accounts in customer record database using the appropriate cancellation or downgrade reason code
- Posts customer requested credits or exchanges in our financial application Resolve customer complaints and situations calmly and courteously
- Troubleshoot and resolve service, pricing and technical problems for customers by asking questions and directing them to the correct resource for resolution
- May assist in the training of new Representatives through on-the-job training programs or remote
- Assist in driving customer surveys and feedback
- Monitor at-risk indicators and use the appropriate outreach based on what type of activity turned the customer's HighLevel health to “Red”
- Partnering with Account Executives, and other personnel to identify new upsell opportunities and ensure renewals
- Coordinating with Technical Support, Finance, and/or partners to identify and resolve any issues
- Contribute to customer forums & community
- Cross train with other success functions (this may include participation in webinars, workshops etc.)Manage Client concerns surveys and feedback reviews etc
- Use internal resources to explain our competitive edge
- Experience/Education/Certifications Required:
- Associates degree or equivalent work experience Minimum of two years software account management/customer services Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills
- Ability to handle multiple tasks in a fast paced environment Strong verbal and written communication skills High sense of ownership of the positive client experience – a “can do” attitude
- Strong advocate of our software and professional services solutions
- Team player who displays a high level of professionalism
- Self-starter with high- initiative, self-motivated, flexible and results-oriented
- Very detail oriented and capable of managing multiple tasks under tight timeframes
- Strong work ethic -- keeps commitments; dedicated, punctual and completes tasks on time or notifies appropriate person with an alternative plan
- Prioritizes and plans work activities; uses time efficiently
- Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality
- Quick study on technology
- Strong problem-solving skills
- Fluent in English
- Demonstrated verbal and written communication skills
