Check out our open Client Support Specialist role!
About Pivot Marketing
Pivot Marketing is a full-funnel digital marketing services agency providing integrated digital marketing and customer support for clients across a variety of industries including higher ed, e-commerce, and technology. We pride ourselves on being a true partner to our clients, and consider ourselves an extension of our clients’ teams rather than an outside agency. We are Vermont based, and work with both local, New England clients as well as with clients throughout the US. We are fiercely passionate and fiercely motivated professionals who believe in work-life integration. We take our work and our careers seriously, while maintaining a family-first approach.
What we’re looking for...
Pivot Marketing is looking for an all around people-person problem-solver superstar. As a Client Support Specialist, you’ll work closely with both the Pivot client support team and marketing team to provide customer outreach, client support, and a personal touch. You will serve as both a valuable member of the Pivot team and also as an extension of our client staff. This role is responsible for fielding inquiries, supporting customers (and students) through the purchasing processes while providing accurate information and escalating as needed to senior staff. The Client Support Specialist will assist with various Pivot clients in education, as well as in B2B, technology and e-commerce industries. You’ll also have a hand in helping to grow Pivot Marketing as well as our clients' customers through outbound phone calls, live chat, and email support. (*Note: This role has the flexibility to be full-time or part-time, depending on the right candidate.)
Does this sound like you?
Our ideal candidate thrives in building relationships, solving problems, and providing personalized service. We’re looking for someone who can shift quickly between tasks, can adapt to a variety of platforms and technologies, and can support various clients simultaneously. We look for someone to not only support, but also help to identify improvements, see the big picture, and have a willingness to dive headfirst with us for improved customer service processes. Our dream Client Support Specialist will have a solid understanding of customer support best practices and a familiarity with call center platforms (preferably Salesforce and Live Chat), but is also constantly striving for improvement and seeking for better ways of getting things done. . If you’ve been known to get excited talking to people (anyone and everyone), enjoy helping others in a customer service role, and are jazzed about multi-tasking communication (texting, emailing, and calling at the same time are not foreign to you)— you might just be the one we’re looking for. We’ll be looking for someone who is intrinsically motivated, has a strong work ethic, and is able to demonstrate an ability to manage priorities and meet deadlines. Most importantly, though, we want our new team members to work with integrity, be genuine and friendly, and have a great sense of humor.
2 - 3 years of relevant work experience potentially in customer service, admissions, advising, live chat, or sales
Highly organized and extremely detail oriented
Experienced phone skills and objection handling preferred
Experience working with call center or CRM technology (preferably Salesforce and Live Chat)
Ability to multitask and thrive in a fast paced atmosphere
Knowledge of marketing, recruiting, sales, customer service concepts a plus.
Strong analytical skills with a goal-oriented attitude
Excellent writing skills with a mastery of proper grammar
Essential Duties and Responsibilities:
Serve as the primary point-of-contact to provide information about various services including higher education programs and/or services and goods.
Accurately explain product benefits, costs, and eligibility to prospective students/customers
Collaborate with marketing and provide written feedback to ensure accuracy of information on clients’ websites and in marketing messaging
Make an average of 50 outbound calls on average per day; send text messages to prospective students/clients; engage in live chat with potential customers
Consistently follow up with students/customers to ensure successful enrollment or sales
Collaborate with other departments and individuals across Pivot Marketing to consistently provide valuable service
Uphold the highest levels of professionalism, with high ethical conduct expected at all times.
If you are interested in this role, please forward your cover letter and resume to our team at firstname.lastname@example.org with the subject line "Job - Client Support Specialist."