Vervology Hiring for Customer Experience Specialist at Remote Full Time

Customer Experience Specialist

FULLY REMOTE, PART-TIME POSITION – (15-20hrs per week, Mon-Fri)

Vervology is seeking a motivated and highly organized individual to be the first point of contact/communication for our customers (post-sales) and to become an integral part of our remote team. Vervology is a US-based marketing consultancy specializing in content and digital communications, including digital strategy, website development, content development, and social media management.

Vervology exists to build partnerships with and help small businesses develop and maintain their digital platforms. As Vervology continues to strengthen its growing brand and team, we need your expertise to expand our services, deliver the best products, and provide customers with the best experience.

Our Culture

At Vervology, we place a heavy emphasis on producing high-quality work with clear attention to detail. Our team is made up of people who are skilled in their field but always open to learning more and understanding new perspectives. The right candidate for the team will have a natural curiosity and be driven to produce their best work and support teammates each and every day.

Job Description

You will guide new clients through the onboarding process – building the relationship and making sure we set, meet, and exceed the expectations of our clients. You will solve the novel problems that arise while Vervology takes the client through their digital transformation and provide support in line with our mission to be the #1 in our field.

Oftentimes there won’t be a clear answer to a customer’s problem, and our ambitious and rapidly evolving team will rely on you to be the client advocate and be curious, use your best judgment, and seek out the answers you need to solve complex customer issues.

The ideal candidate thrives under ambiguity, is an effective listener and communicator, is an expert problem solver, able to remain calm under pressure, and is able to self-motivate while driven to be the best.

You will collaborate closely with the whole team, making sure that we deliver what we promise.

This is a part-time position; you will be expected to work 3-4 hours per day – Monday-Friday

Are you that person: driven, organized, with a natural desire to be the best? If you can do all that, keep reading, as we are interested in you.

How your day will look like:

• Your daily mission will be to manage small business clients from across many industries.
• You will own those relationships and be trusted to maintain our brand standards of excellence.
• You will collaborate with the rest of the team, working closely with the Sales and Production teams.

Goals of the position:

• In a nutshell: your mission (goal is too loose) is to deliver on the expectations of our clients and deliver what we promise.
• To do that, you must communicate effectively with both the client and the team.
• You will constantly research and define new ways to improve the customer experience.
• You must interpret customer pain points and craft solutions, and manage their delivery.

Success: How will we know you’re doing a great job?

• Your collaborative approach to getting the job done.
• Client satisfaction and success.
• Consistent high quality of work and attention to detail – no errors.
• Deadlines met or exceeded.
• Conversation and performance data.

Qualifications

• Bachelor’s degree is not required for this position: we hire humans, not pieces of paper.
• Demonstratable experience working to provide exceptional service.
• An interest in small businesses, their operations, and their cultural and societal mindset.
• Creativity in your work.
• Unparalleled problem-solving skills.
• Comfortable working in a fully remote work environment (you must demonstrate experience in working remotely). Working remotely is extremely hard if you are not self-motivated and disciplined!
• Extreme attention to detail in everything you do.

Who you are: Skillsets

• Experience in a customer or people-facing role, such as customer support, customer experience, or customer service.
• Comfortable handling day-to-day challenges as well as ambiguity from time to time.
• Creative problem-solving skills; able to identify simple solutions and effectively communicate these to customers and the team.
• Driven to create a world-class customer experience, willing to go the extra mile for customers.
• Strong deductive reasoning skills, with an ability to identify the root cause of an issue and present a solution.
• Calm under pressure with the ability to work on multiple projects.
• Discretion, able to handle sensitive customer information with care and keep it confidential.
• Handles ambiguity well, is curious, keen to experiment, take calculated risks, or try something new to solve a customer problem.
• Passionate about creating joyful experiences and seeing a query through to completion.

We are seeking people who are creative and driven but also empathetic to clients and teammates. In addition, you must be proactive, ready to take the lead on projects and campaigns, and be able to pivot strategies at a moment’s notice.

Requirements:

• You will have at least four years of providing customer service, post-education.
• You have to love meeting and engaging humans.
• Expert listener.
• You are creative in your thinking, blending research, data, and your style to solve problems.
• You are skilled at giving and taking constructive feedback.
• You are comfortable taking the lead and collaborating with the team to define goals and strategies and backing up your work using data and insights.
• You are hungry to be the best, working with the best.
• Consumer Behavior & Basic Human Psychology: Words can be powerful; having an understanding of consumer behavior and basic human psychology will make it easier to build client relationships – would be beneficial.
• Excellent command of the English language is a must.
• Ability to adapt and learn very fast; we are a young, dynamic team in a growing business.
• An infectious laugh will also help.

Benefits

• This position is fully remote in a flexible work environment.
• Hybrid/Flexible schedule.
• Opportunities for career development, including mentoring and coaching.
• This is a part-time position.

Application

Attention to detail is paramount: perfection is required as part of this position – presentation is everything. If this position excites you and you believe you can perform this role with a passion for succeeding and growing. Then, make sure you send/attach a cover letter with the word “apple” as the first word and that your resume is in PDF format.

Customer experience is all about building relationships, meeting expectations, and delivering on promises; prove you are the candidate to fill this position.

To learn more about Vervology and what we do, visit us at https://www.vervology.com/

Job Type: Part-time

Pay: $20.00 – $25.00 per hour

Benefits:

• Flexible schedule
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Work from home

Experience level:

• 4 years

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Remote

Application Question(s):

• Do you have a fast stable internet connection?

Experience:

• Remote Working: 2 years (Required)
• Customer service: 4 years (Required)
• Customer relationship management: 4 years (Required)
• Customer support: 4 years (Preferred)

Work Location: Remote