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Montana Career Opportunity – Part-Time Customer Service Representative – State of Montana (Helena)

Customer service duties include answering customer requests via phone, email, live chat and feedback forms and troubleshooting to establish potential solutions to reported issues. This position will be a part of the Customer Service team and works closely with agency personnel and the marketing and development teams. This opportunity has potential for advancement.

Four hours a day, Monday-Friday, will be required for this position. Starting time may be negotiable depending upon availability and business need (8am or 9am). There may be a few weeks during the year, during high peak times, that we extend hours to full-time; however we will provide advanced notice for this requirement.

Responsibilities:

* Perform customer support of complex Internet and e-commerce services

* Process incoming customer requests as they relate to services using standard processes through both email and phone calls

* Problem resolution and oversee timely completion and quality control of customer support tasks

* Follow customer service communication plan with intent to make continual improvements and document, where applicable. Support a continuous quality feedback loop

* Manage enhancement requests and implement improvements to applications. Work with Creative and Development teams to establish and manage project milestones based on the design and scope of work

* Utilize the tools provided within the support area to manage phone calls, track and manage tasks, emails and the support knowledge base

* Ensure integrity of customer files and database

* Make recommendations to the development and marketing teams for improvements of products and services

* Work with staff to develop strategies to increase effectiveness of services

* Work within framework of strategic company business plan

* Attend appropriate marketing/business development events

* Perform training and/or demos for agency partners, when required

* Perform other duties and meet milestone deadlines, as requested by the Office Manager and the management staff

Requirements:

* Undergraduate degree or equivalent work experience in customer service

* Experience providing customer service for web-based commerce products a plus

* Strong leadership and excellent verbal and written abilities

* Must be self-motivated with strong organizational, prioritization and interpersonal skills, combined with effective presentation skills

* Experience with Daptiv, Mantis or other task or project management system; XRM or other Customer Relationship Management system a plus

* Ability to multi-task in a fast-paced environment and provide support to multiple high-stakes projects at once

* Self-motivated with ability and desire to thrive in a high-pressure, client-services, entrepreneurial environment

Relocation assistance is not provided for this position.

Please submit a resume and cover letter to [email protected].

Thanks for applying.

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