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Part Time Customer Success Associate

Role and Responsibilities: Likeable Local is a lean-and-mean startup with ever changing needs, so although you’ll have a number of core responsibilities, we are looking for someone with the ability to adapt and grow to meet challenges beyond these responsibilities.

  • Work with the Customer Success Team to develop and implement a client satisfaction survey
  • Processize survey results and integrate them into Customer Success workflow
  • Work to combat client attrition (churn) by proactively addressing the issues leading to attrition
  • Reduce client delinquency by reaching out directly to clients to acquire accurate payment information and address any deeper rationales for delinquency
  • Work as a client advocate and present client concerns to all internal stakeholders
  • Manage overflow phone calls and schedule customer calls and appointments with the Customer Success Team
  • Monitor and address customer payment disputes

 

This is as much a numbers oriented position as it is a customer oriented position. We are looking for a candidate who will set and meet ambitious goals for client satisfaction, churn reduction, and delinquency mitigation.

The Part Time Customer Satisfaction Associate will work 20 hours per week at a rate of $15 per hour. Successful part-time employees may be considered for full time positions.

About Likeable Local: Likeable Local was founded in 2012 as a spin-off of Likeable Media, a highly successful social media marketing firm. Likeable Local offers an integrated software solution that allows small businesses to create, enhance and manage their social media presence.

 

Skills/Knowledge: In order to be successful in this position, you need to possess certain skills/qualities:

  • Strong customer service skills (over the phone)
  • Strong verbal and written communication skills
  • Ability to multitask and work under pressure
  • Proficiency in G Suite - Docs, Drive, Calendar, Sheets, Slides
  • Strong time-management and organization skills
  • An enthusiastic and outgoing personality
  • Ability to problem solve
  • Resourcefulness
  • Facebook advertising experience is a bonus
  • Experience in a startup environment is a bonus

The ideal candidate is:

  • Passionate about customer success
  • Confident in their ability to advocate for both the client and the company
  • Able to quickly come up to speed in new softwares and systems
  • Able to distill client complaints into solvable opportunities for improvement
  • A great communicator
  • A team player who is always willing to collaborate to solve pressing issues
  • Professional
  • Organized
  • A people person
  • A great cultural fit, aka “Likeable”

 

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