Possible expired job

This job was posted a year ago and may be expired now. If that's the case, you can browse similar jobs here. Apologies for the inconvenience.

Customer Experience Representative

Customer Experience Representative (Seasonal Contracted Position)

Position Overview

The Customer Experience Representative is an advocate on behalf of our company to our audience by representing the business on a very personal level.

The position is also an advocate on behalf of our customers, monitoring conversations and providing feedback to our company so that we ensure that every decision we make supports our community in the best way.

This position reports directly to the Director of Customer Experience, while also working closely with other key members of the team.

This is a seasonal part-time contracted position (25 31 hours per week) that involves working Monday Friday, outside of normal 9 5 Pacific work hours and weekends between the months of July 2023 through October 2023. This position is 100% work from home.

Duties & Responsibilities

You’ll be responsible for

  • Working closely with the Customer Experience Team and Community Team
  • Monitoring submissions via HelpScout, our customer support portal, to promptly assist, solve, or support members through a question or problem
  • Help and assist the Customer Experience Director with customer support strategy and needs to prepare for live launches
  • Fully resolve customer support tickets and escalate any recurring issues to the appropriate team member
  • Serve as the customer’s cheerleader and share customer wins with the team
  • Stay up-to-date with digital technology trends
  • Creating solutions and new ideas for issues and broken processes based on customer feedback
  • Occasionally support our Community Team with Amy on Facebook Live and webinars during launches
  • Day to day management of live chat
  • Responding to community comments and customer inquiries in a timely manner
  • Thorough understanding of our training programs so that you can offer insightful, valuable, relevant support
  • Reporting any change of sentiment, content suggestion, or customer feedback to the proper team member
  • Monitor Facebook inbox for customers needing support with webinar links, login details, etc.
  • Stay up-to-date on new episodes of the Online Marketing Made Easy Podcast and all Amy Porterfield training courses

Skills & Abilities

The ideal candidate possesses the following strengths and skills:

  • 1 to 3 years of relevant customer service experience (preferably in a virtual environment).
  • Able to work on Apple operating systems.
  • Impeccable grammar (written and verbal) our standards are sky high!
  • Excellent communication skills.
  • Excellent problem-solving skills ability to think quickly and critically.
  • Passionate about helping others we lead our community with compassion!
  • Flexibility we move FAST. Things change, we adapt, we propel ourselves forward!
  • Organized we all wear many hats.
  • Coachable must be able to take direction and welcome direct and honest feedback in the moment!
  • Collaborative must work well within a virtual team!
  • Resourceful use ALL available resources to complete a task with minimal questions!
  • Quick learner the Customer Experience Representative must be able to pick up things fast and run with it!
  • Experience with Keynote and PowerPoint (strongly preferred).
  • Experience with HelpScout or any helpdesk ticket portal (preferred).

Application Instructions

If you’d like to be considered for this role please submit the following via email to josh@amyporterfield.com:

  • Your resume
  • Answer these 2 questions in your cover letter:
    • 1.) Why do you want to work with us?
    • 2.) Why are you the best person for this job?
  • Answer the following questions:
    • 1.) In 3 sentences or less, explain your customer support philosophy.
    • 2.) Do your best to respond to the following inquiries as though you were already on Team Porterfield:
      • Hi there! I’d love to be on your podcast! I’ve listened to your podcast each week religiously and I just am dying to be a guest on your show. I am just getting started with my business, so I don’t have a website to share with you yet, but I am creating a course on how to keep your house organized. I haven’t launched my program, but I plan to this Summer. Would you be open to having me on your show? Rachel
      • I love you and I LOVE your work! I’ve been dreaming about doing List Builders Society for like everrr and I’m feeling like this is finally my year. I’m soooo sick of my corporate job and being stuck in an office all day. Here’s the thing I don’t know if it is right for me. I haven’t started my business and I have tons of ideas, but I don’t know if any of them will work. I just finished my life coach training last month and I’ve been working in marketing at my job, but I haven’t found the right niche. I also really love photography I guess I’m kinda all over the place. Is List Builders Society the right fit for me? Scott
      • I owe you one more Digital Course Academy payment, but I simply don’t have the money right now. I thought I would go through Digital Course Academy and would find the magical key that would make my business would take off. I am a single mother of three, and I’m struggling to make ends meet. I am working on getting my name out there in my area and serve more clients, but it’s been slow going. I fully intend to finish DCA and begin my payments as soon as I’m able, but is there ANY way I can get an extension on my final payment? That would help SO much! Mary

What We Do

We empower entrepreneurs to build profitable online businesses that bring creative, professional and personal freedom.

In everything we do, we aim to inspire confidence and action. Our signature service is helping budding entrepreneurs break free in the areas of business that were once holding them back into new levels of joy and fulfillment. We give these entrepreneurs tangible proof that small actions every day will ultimately build a business worth creating and a life guided by their own design.

We lead a fun-loving culture and a dedicated team that is committed to excellence. We always find the upside to any situation and maintains the strength and flexibility to change course as our business evolves.

Meet Amy

You might know Amy Porterfield from her top-rated Online Marketing Made Easy podcast, or from the courses and webinars she offers to help entrepreneurs build their business through social media and online marketing strategies. To learn more about our fearless leader, check out the details here.

Our Values

Our team is ambitious (always striving for excellence), hungry (competitive to the core; always wanting to be at the top) and enthusiastic (always excited about the work we are doing.)

Purposeful Ambition

We value drive, hard work and kicking ass. When the heat’s turned up, we step up to the challenge. We are equally thoughtful about our commitments.

Unyielding Compassion

We believe that everyone is doing the very best they can in the moment. We lead with love, patience and understanding.

Openly Coachable

We believe in continuous growth and are open to feedback and necessary tough conversations to move us forward.

Creative Resourcefulness

We are strategic and thoughtful in our actions. We believe there is always a way to make it work and we will do the digging to figure it out. We rely on each other when we get stuck.

Unwavering Integrity

We take pride in our reputation as industry leaders. We are honest, professional and intentional.

Total Ownership

We believe we are all leaders. We own our individual positions like a boss.

Intentional Margin

We prioritize the down time so that we can be our best when we are showing up for ourselves, our team members and our students.

Proactive Inclusivity

We believe in the diversity and inclusion of all people regardless of race, age, gender, sexual orientation, ability, and religion. This includes thoughts, ideas, beliefs and experiences.