Client Support Rep
Quality Bicycle Products
Boulder CO, Camarillo CA, or Remote, MN, 80301
Closed - No longer accepting applications
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Founded in 1999, SmartEtailing's mission is to foster business success for local specialty retailers, and for their partner suppliers, by providing the tools, technologies and know-how that help them effectively compete with large retail chains and online-only operations that do not share the same local commitments and responsibilities. SmartEtailing is currently looking for a Client Support Rep to join one of our offices in Boulder, CO, Camarillo, CA, or remotely.
Job Purpose:
The Client Support Representative effectively responds to clients (which may include brands and retailers) requests for technical and general customer support with SmartEtailing and related products and tools. These responses will be to technical and general client support requests while proactively recommending essential best practices for the purpose of achieving and maintaining a goal of 99.5% client retention. As it is an important component of best practices and a driver for retention the Client Support Representatives will work to increase the number of accounts utilizing the Pro Catalog, Custom Services and Supplier Fulfillment.
Organizational/Reporting Structure:
This position reports to the Client Support Manager. The stakeholders for this position are SmartEtailing clients, their retail customers (consumers), our vendor partners and company management.
Job Tasks, Responsibilities, Accountabilities:
Main Thing One: Deliver An Exceptional Client Experience
• Address and troubleshoot the initial reason for contact and follow the issue through until it is resolved from the client’s perspective.
• Explain the key features of SmartEtailing's system to clients and be able to successfully relate those features directly to ROI based benefits for each retailer.
• Work with new accounts to complete a best practices based new site checklist with the goal of having the account live within 30 days of activation.
• Take responsibility for client relationships ensuring that the correct resource is applied in all situations to the benefit of the client.
Main Thing Two: Excellent Working Knowledge of Software and Best Practices
• Demonstrate a continuous improvement based approach to learning SmartEtailing internal systems as well as external technologies used by or beneficial to our clients.
• Keep up to date on current web based marketing tactics for brick & mortar retailers. Watch what successful SmartEtailing clients are doing as well as retailers not using our services.
Main Thing Three: Operational Responsibilities
• Document all client interactions accurately and consistently in Team Support and share with the appropriate members of SmartEtailing.
• Escalate tickets when necessary
• Create feature requests to communicate client suggestions in order to improve the software.
• Continuously improve productivity by recommending changes in tools, training and processes.
• Attend staff meetings and bi-weekly training sessions, as well as participate in additional training as needed.
• Use resources wisely
*Other duties as assigned
Job Purpose:
The Client Support Representative effectively responds to clients (which may include brands and retailers) requests for technical and general customer support with SmartEtailing and related products and tools. These responses will be to technical and general client support requests while proactively recommending essential best practices for the purpose of achieving and maintaining a goal of 99.5% client retention. As it is an important component of best practices and a driver for retention the Client Support Representatives will work to increase the number of accounts utilizing the Pro Catalog, Custom Services and Supplier Fulfillment.
Organizational/Reporting Structure:
This position reports to the Client Support Manager. The stakeholders for this position are SmartEtailing clients, their retail customers (consumers), our vendor partners and company management.
Job Tasks, Responsibilities, Accountabilities:
Main Thing One: Deliver An Exceptional Client Experience
• Address and troubleshoot the initial reason for contact and follow the issue through until it is resolved from the client’s perspective.
• Explain the key features of SmartEtailing's system to clients and be able to successfully relate those features directly to ROI based benefits for each retailer.
• Work with new accounts to complete a best practices based new site checklist with the goal of having the account live within 30 days of activation.
• Take responsibility for client relationships ensuring that the correct resource is applied in all situations to the benefit of the client.
Main Thing Two: Excellent Working Knowledge of Software and Best Practices
• Demonstrate a continuous improvement based approach to learning SmartEtailing internal systems as well as external technologies used by or beneficial to our clients.
• Keep up to date on current web based marketing tactics for brick & mortar retailers. Watch what successful SmartEtailing clients are doing as well as retailers not using our services.
Main Thing Three: Operational Responsibilities
• Document all client interactions accurately and consistently in Team Support and share with the appropriate members of SmartEtailing.
• Escalate tickets when necessary
• Create feature requests to communicate client suggestions in order to improve the software.
• Continuously improve productivity by recommending changes in tools, training and processes.
• Attend staff meetings and bi-weekly training sessions, as well as participate in additional training as needed.
• Use resources wisely
*Other duties as assigned