Customer Service Specialist (Wordpress)

Duties and Responsibilities:

Act as the first line of communication with clients, focusing intently on customer satisfaction.

Respond to chats, emails and answer inbound calls. Listen and resolve customers' tasks, how to and questions, and then respond accordingly to ensure ongoing customer satisfaction through timely response and successful resolution.

Meet and/or exceed performance metrics (average time to successfully resolve case, daily close rate, re-open rate and customer satisfaction rate)

Provide proactive customer follow-up and issue management, including coordination of customer calls.

Access technical issues and identify solutions.

Responsible for placing outbound calls to assist with onboarding new customers when needed.

Effectively communicate the value proposition of Diverse Solutions, specifically understanding the importance of a real estate agent's website and lead generation to build and grow a consistent online presence.

Develop an understanding of typical business challenges faced by web developers & real estate professionals and common objectives to appropriately map how Diverse Solutions products and services help meet their goals.

Effectively react and successfully handle common objections from customers to drive a high level of customer satisfaction, product adoption and customer retention.

Provide guidance and recommendations, conveying the benefits of Diverse Solutions products and services, educating customers resulting in deeper adoption and retention.

Serve as the voice of the customer by providing internal feedback on how we can maximize customer value and resolve customer concerns with urgency.

Maintain a high level of professionalism with customers, deliver a memorable experience with every customer interaction.

Be a product and service expert, keep up to date on changes to products, policies and procedures.

Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.

Required Skills:

1+ years' professional experience receiving inbound phone calls and conducting outbound phones calls in a fast-paced, high volume, high growth Customer Service atmosphere supporting web-based products. (North American region).

Knowledge of call center tools to manage calls, chat, tickets and knowledge base

Experience delivering client-focused solutions to customer needs

Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing and spreadsheet software (e.g. Word, Excel).

Experience with WordPress, customization (CSS) and WordPress Builders (Elementor, Divi)

Excellent organizational, problem-solving and communication skills, both written and verbal in a professional manner with a wide range of people

Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency.

Quick and flexible learner with a motivated and positive work ethic

Committed, reliable, takes initiative and proven ability to self-manage in an autonomous work environment

Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency.

An aptitude for caring for Customers and must have the analytical ability to resolve customer issues, a demonstrated desire to "own it”

Ability to identify root cause issues, offer possible solutions and/or next course of action

Ability to prioritize and manage several different tasks at once

Ability to receive feedback and apply coaching