Role Summary:

At ITJobPro, we’re committed to helping our customers achieve success in their recruitment efforts! Our Customer Care Specialists provide premier support to our high-valued customers ensuring high customer satisfaction and engagement, ultimately leading to a decrease in customer churn. They will work closely with management to optimize the customer experience, gather feedback, and establish procedures to ensure our partnerships are successful from beginning to end.

What You’ll Be Doing:

• Provide strategic onboarding support and conduct thorough product demonstrations to educate customers and increase product engagement
• Handle all escalated customer issues, proactively collaborating with product and technical managers as needed to ensure swift resolution
• Periodically conduct proactive customer health checks
• Handle and process all partnership/premier customer inquiries via email, phone, and online chat
• Engage in professional, friendly, and satisfying customer experiences, ensuring their expectations are exceed every time
• Educate our customers regarding the products and features we provide
• Collect, aggregate, and present product feedback and suggestions from our customers to our product and operations teams
• Provide real time technical troubleshooting for site issues and functionality
• Take ownership of customer concerns, ensure prompt resolution, and engage other departments as needed
• Meet or exceed performance goals including productivity and quality
• Understand and abide by company policies and procedures
• Promote ITJobPro site features and benefits (Partnership Integrations, TrafficBoost, etc)
• Learn and develop expertise of the evolving ITJobPro product
• Learn and navigate multiple software systems
• Focus on ways to reduce customer churn
• Identify areas of opportunity and ways to enhance product through these interactions
• Maintain high customer satisfaction ratings.

What We’re Looking For:

• Excellent customer engagement skills via phone, chat, and email- polite and professional across all channels.
• Ability to manage and prioritize multiple projects and tasks simultaneously and autonomously
• Experience onboarding customers and providing ongoing support
• Self-starter and is able to deliver projects on time with the desired outcomes
• Ability to think creatively and provide solutions and/or workarounds for customer queries
• Prepared to go the extra mile to deliver customer success

Benefits/Perks include:

• A fun environment where work-life balance is valued
• Opportunities for advancement
• Very competitive salary
• Generous bonus plan
• Employer-matched pension plan
• Competitive benefits package
• Healthy snacks
• Local gym discount
• Attractive paid time off policy – Open/Flexible vacation policy

IT Job Pro is an equal opportunity employer.