Customer Service Manager/Customer Success Representative
Gremln is a social media marketing platform, designed specifically for regulated industries that use Facebook, Twitter, and LinkedIn. We help financial institutions save time, get organized, monitor their success, and track their return on investment in social media while maintaining compliance with regulatory agencies such as the SEC, FINRA, FFIEC, etc. Gremln is a Software-as-a-Service (SaaS) company that provides access to our platform for a monthly fee.
At Gremln, we are very passionate about what we do. We seek a dedicated professionals that share our passion, enjoy helping people, and want to be part of a growing technology company. Gremln is located in St. Louis’ premier technology hub, the TREX. The energy and excellence among our neighboring companies is palpable. Come join a passionate, professional, fun-loving team and help Gremln build something gigantic.
The Ideal Candidate Will Have These Traits:
- Patience: A representative must constantly deal with angry or frustrated customers, or customers who may not fully understand their situation
- Energy: A representative must serve a constant stream of customers, even at the end of the day and early morning.
- Courteousness: A representative must always be polite, even if the person they are speaking to is not.
- Friendliness: A representative must enjoy dealing with other people in an uplifting manner.
- Creativity: A representative must be able to solve problems with unique and outside-of-the-box solutions.
- Quick Thinking: A representative learns to think on their feet when it comes to problem solving.
- Interpersonal Skills: A representative learns to read emotions by tone or text verbiage, as well as how to keep those emotions positive.
- Sense of Humor
Customer Service Representative/Trainer Responsibilities:
- Help Gremln customers get the most out of our products by guiding them through any issues
- Resolve customer questions and issues via email, social media, phone, and live chat
- Greet customers warmly and ask insightful questions to help ascertain their reason for contacting us
- Responsible for learning and understanding all aspects of the Gremln platform
- Upgrading and cancelling accounts
- Act as company gatekeeper
- Communicate with the software development department to clearly explain customer issues.
- Create customer support tickets and follow their progress from creation until the solution is delivered to the customer
- Compile reports for overall customer satisfaction
- Analyze features, and functionality to make suggestions that may improve the overall customer experience
- Occasionally help the content manager to train Enterprise/Compliance level customers on our platform
- Monitor all aspects of the payment system
- Monitor, track, and enforce all departmental policies, goals, and procedures
- Full time salaried position
- Work from home up to 2 days per week
- Relaxed office environment
- Casual dress code (Flip flops and shorts…no problem)
- Retirement plan
- Vacation, Sick days, and paid holidays
- Bachelor’s degree in communications, business, or related field
- At least 3 years’ experience in customer service (Preferably in a web-based environment)
- At least 3 years’ experience with the social media sites Facebook, Twitter, and LinkedIn
- Experience in training others on software is a plus
- Proficient with software products such as Excel, Word, PowerPoint, Google Apps
- Ability to learn new software systems with limited guidance
- Superior communication skills
- A positive mental attitude is a must
- Typing speed 30+ words per minute
- Good time management and multi-tasking skills