Realtime Media (RTM) is looking for an experienced, quick-minded individual with strong communication skills to carry out day-to-day customer support for digital promotions via email. This role will serve as the primary consumer-facing communication lead for inbound email channels across several active projects at any given time. As a customer support team member, you will be responsible for engaging with consumers who need support regarding digital promotions we administer for our Clients. This role is critical to building and maintaining our Client’s and Realtime Media’s reputation and will involve tasks such as: addressing customer inquiries, coordinating internally to resolve inquiries, and overall working to ensure customer satisfaction.
Reporting to the Director of Fulfillment and Winner Services, this role would additionally assist with process improvement initiatives tied to customer support and success.
This is a remote position with flexibility to be located within the United States. This position follows East Coast (EST) business hours.
- Manage and respond to all Tier 1 Customer Support emails accurately and in a timely manner
- Address customer concerns and complaints with a solution-oriented mindset
- Designate tickets to escalate for Tier 2 Support which require further investigation
- Collaborate with other team members, including management and cross-department team members to escalate complex and unresolved tickets
- Maintain tracking of Customer Support metrics for internal reporting and auditing at a project and company level
- Maintain established customer support and success standards, SLAs, quality guidelines, and processes
- Assist with winner and customer notification and outreach across email and social media direct messaging
- Stay up to date with product knowledge, promotion functionality, and fulfillment processes as they pertain to customer support and success
- High-school diploma or GED required
- 3-years+ of previous experience in a consumer-facing support or service role, preferably with email support experience
- Excellent written and verbal communication skills with a strong understanding of grammar, spelling, and punctuation
- Strong quantitative and analytical skills. Ability to summarize analysis in succinct manner
- Experience and proficiency with email management software, such as FreshDesk
- Basic operational knowledge of Salesforce or similar CRM
- Ability to prioritize work across many projects at once
- Ability to work independently within a team, and remain flexible across varying day-to-day needs
- Ability to succeed in a fast-paced environment
Interested in the position?
Please email a copy of your resume to email@example.com.