Job Description
We are seeking a Client Experience Representative to join Ontraport’s Non-Local Support (NLS) Team. In this role, you will be the first point of contact for our customers, delivering exceptional support while learning the intricacies of Ontraport’s application and processes. You will troubleshoot issues, provide effective solutions, and escalate cases as needed, all while ensuring a high level of customer satisfaction and reducing customer effort. You’ll gain hands-on experience and training in Ontraport’s application, ultimately mastering departmental standards and key performance metrics.
This role is ideal for individuals with excellent communication skills, a passion for problem-solving, and the ability to thrive in a remote environment.
Job Title
Non-Local Support (NLS) Client Experience Representative
Work Schedule
- Day shift
Job Qualifications/Requirements
- Previous experience in customer service or support roles is preferred.
- Excellent verbal and written communication abilities, with a focus on clarity and professionalism.
- Strong analytical and critical thinking skills to troubleshoot issues effectively.
- Familiarity with customer support software, email, and live chat tools; experience with Ontraport or similar platforms is a plus.
- Ability to manage multiple tasks efficiently and prioritize effectively in a fast-paced environment.
- A genuine desire to help customers and understand their needs.
- Ability to remain calm and composed under pressure, handling challenging situations with grace.
- Strong collaborative spirit, with a focus on contributing to team success.
Job Responsibilities
- Respond professionally to customer inquiries via email and live chat.
- Provide timely, use-case-driven solutions to customer questions, including suggested next steps and relevant training resources.
- Troubleshoot client issues in accordance with Ontraport’s Baton Principles, resolving tickets within established guidelines.
- Identify and gather additional information for incomplete inquiries to ensure accurate and thorough follow-up.
- Compose thoughtful, customized responses while maintaining professionalism and brand consistency.
- Appropriately escalate complex or unresolved issues to the appropriate team, following established protocols.
- Provide clear and detailed documentation when escalating issues to ensure efficient resolution.
- Meet junior-level ticket solve thresholds as set by the department.
- Maintain a customer satisfaction rating of 95% or above over a 12-week rolling average.
- Ensure key performance indicators (KPIs) remain within 1.5% of peers in the same role.
- Complete the Ontraport training curriculum to build foundational knowledge of the platform and processes.
- Stay current with feature releases, product updates, and service improvements to provide accurate information to clients.
- Participate in ongoing training opportunities to enhance application knowledge and skills.
- Adhere to Client Experience brand standards, including quality and response time guidelines.
- Create positive experiences by identifying and adapting to client needs.
- Follow all departmental and company processes thoroughly and accurately.
- Ensure issues are fully resolved before closing tickets.
- Provide feedback and insights to improve internal processes and customer experiences.
Good luck and God Bless!