Description

The Client Experience Support Assistant is self-motivated with strong organizational and customer service skills and an ability to work in a fast paced, changing environment. The ideal candidate will have strong interpersonal skills and be calm, positive, friendly, professional and have respect for confidentiality at all times. It is important that this person be warm, welcoming and always strive for an efficient and helpful resolution to any customer question or inquiry. 

This position will have a fixed weekly schedule Monday - Friday, up to 40 hours/week and have exposure and support duties spanning the Client Experience department. The Client Experience Support Assistant role is a great opportunity for personal growth and job-mobility. iMarket views this role as an entry level position with advancement opportunities, where the right candidate can learn our business and excel in their professional development. 

Responsibilities

• Be an ambassador for the company and a champion of customer service
• Answer main phone line and screen calls 
• Answer questions or direct calls to appropriate person or department
• Answer the client experience support email line and follow-up with client, executing the request or surfacing the next steps with the applicable contact 
• Embrace the iMarket Solutions’ Client Communication Protocol
• Process basic client requests through our Ticketing Platform and internal Dashboard system
• Excellent follow-through and willingness to own a client request through to completion
• Use Salesforce to pull information needed about clients and prospective clients calling in
• Assist with basic website updates through CMS platform (promotions, pages updates, image upload) 
• Execute online directory verification coordination 
• Assist with monthly agenda creation
• Reach out to disengaged clients on a monthly basis, updating the email template and sending out correspondence
• Help facilitate onboarding process, client communication, and meeting coordination 
• Update training materials and other documentation as needed 
• Assist with special projects when assigned 
• Be an all around utility player with a passion for learning and growth
• Provide assistance to client experience team members when needed in all client related capacities  

Desired Skills & Experience

• Positive Attitude and encouraging mindset
• Customer centric, a service first oriented individual
• Clear and effective verbal and written communication skills
• Adaptability to change, flexible and able to work in a fast-paced environment 
• Desire to help foster an energetic company culture
• Strong interest in digital marketing, customer relationships and/or client experience
• Team player with a passion for helping others
• Excellent attention to detail, and experience in proofreading or quality control 
• Friendly phone personality, comfortable in phone and video conferencing setting
• Proven abilities in customer service and conflict resolution
• Microsoft Office, MAC OS and G-Suite experience
• Experience with Salesforce or other CRM a plus
• Experience with website CMS (ie: Wordpress backend) a plus
• Some college experience (degree preferred) with emphasis in marketing, business or communications

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