Job Description

Specialist, Product Support I focuses on handling customer phone calls and requests to address service needs in the online marketing product suite. This team member is a customer-focused, passionate individual that ensures positive customer experiences with every contact. A specialist should have the genuine desire and capability to learn/expand knowledge of online marketing and apply it to customer communication. This position is primarily an inbound phone queue role, which also requires written email communications and involves outbound follow-up phone calls and related activities.

Essential Duties and Responsibilities:

• Continually learn/expand online marketing knowledge and knowledge of Newfold Digital product suite
• Interact directly with customers via inbound and outbound calls through telephone queues and online marketing modification requests
• Apply learned online marketing and Newfold Digital product suite knowledge to assist customers with questions and problem-solving
• Properly document all client transactions
• Exhibit strong ownership and accountability of customer calls - treat the customer experience as your own from start to finish and communicate customer needs to appropriate department leaders.
• Resolve customer issues effectively by applying active listening skills, strong empathy, and the ability to quickly identify the root cause of the customer's issues
• Act as the voice of the customer -communicates customer feedback, opportunities and trends to appropriate department leaders communicate
• Independently make basic/minor changes to customer campaigns including photo edits, copy changes or properly communicate needed changes to other departments for implementation
• Set appropriate customer performance expectations and promote value of product/services
• When appropriate, recommends upsell and cross-sell product suggestions that can benefit the customer's web presence

Special Requirements

• Excellent verbal and written communication
• Demonstrate behaviors aligned with company core values
• Must demonstrate at least 1 year in professional role(s). Professional experience may include internships or roles not related to online marketing/customer support.
• Experience in working with people and having strong communication and people skills is required
• Experience in being self-motivated and having effective decision-making skills is recommended, but not required
• Experience in multi-tasking and being well-organized is recommended, but not required
• Must be proficient in MS Office Suite (Word, Excel, Power Point, etc)
• Prior online marketing experience recommended, but not required.
• Deliver and maintain expected productivity and quality standards within expected time frames Requirements:
• Strong passion for customer service and solving customer questions, along with customer centric attitude
• Ability to fully work escalations, de-escalate angry/irate customers, and retain them with minimal Supervisor input

This includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the at any time, and to require the employee to perform functions in addition to those listed above.