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Customer Service and Support

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Job Summary

Company
Alejandra.tv Home Organization
Location
Leesburg, VA 20175
Industries
Other/Not Classified
Job Type
Full Time
Employee
Years of Experience
2+ to 5 Years
Career Level
Experienced (Non-Manager)
Salary
30,000.00 - 40,000.00 $ /year
30k-40k

Customer Service and Support

About the Job

Company - Alejandra.tv 

Company Description - Our company, Alejandra.tv is a family-owned company dedicated to helping busy people get organized and stay organized so they can live their dream life without the distraction of clutter. We believe staying organized is the foundation for living a productive life and accomplishing your goals. We genuinely love our customers and live for hearing their success stories. We are an online company that is growing fast and needs someone to help ensure our customers receive the attention they deserve. 

Location - Leesburg, VA

Industry - E-Commerce & Online Training 

Job Title - Customer Service Specialist

Experience - Entry / Mid-Level 

Job Function - 
Customer Service & Support

Employment Type - Full-Time. Weekend work at home is required (4 hours). Must be able to work holiday shifts.

Job Description - Long-term position. Available for hire immediately: This position is focused on supporting our customers and fans. However, customer support won't take up all of your time. So when you're not supporting our customers, you'll be helping us with administrative tasks. 

  • Respond to customer support emails, phone calls, online chats, and surveys (If a member can't login to their account, you'll reply, either by email or picking up the phone and calling them. If a prospect has a question on our program or any of our products before joining/purchasing, you'll be able to answer them promptly).
  • Respond to basic tech support questions (Don't worry. We'll train you.)
  • Respond to vendor inquiries (If a company wants us to promote their cool organizing product, you'll respond to them.)
  • Contact potential partners for joint ventures (Occasionally we'll partner with similar companies. You'll handle most of the communication for this).
  • Assist with various hands-on projects and filming days (We film lots of how-to videos and will need your hands-on help with setting things up, picking up product orders, uploading images, etc.).
  • Help manage social media accounts (We get tons of messages on social media everyday. You'll be consistently helping us reply to our fans' questions and comments on Facebook and YouTube).
  • Assist with updating, organizing, and maintaining blog (Whenever we post something to our social media accounts, we post it to our blog as well. We'll train you on how to help with this).
  • Assist with monthly newsletters (Each month we send out a newsletter, you'll assist in gathering information for the email).
  • Assist with video email updates (Each week we send out a new video. You'll assist with putting together the short email).
  • Document and maintain all processes & procedures
  • Create and update all customer support templates within CRM
  • Train new hires
  • Handle customer billing inquiries and issues
  • Moderate all forum posts and assist with monthly giveaways (You'll be in charge of reading and moderating all of our member posts on the forum daily).
  • Run business & personal errands (e.g., pick up orders, returns, post office, dry cleaning)

Desired Skills & Expertise 
  • Must be extremely detail orientated
  • Desire to help others & make the world a better place
  • Warm, empathetic, and patient people person
  • Naturally highly organized & productive
  • Honest & trustworthy
  • Active listening skills
  • Self-starter
  • Problem solver
  • Impeccable grammar & writing skills
  • Clear oral communication skills
  • Proactively identify deficiencies and bottlenecks and implements solutions
  • Customer support / service
  • Administrative assistance
  • Marketing
  • Sales
  • Wordpress
  • Proficient in Microsoft Word
  • Proficient in Microsoft Excel
  • Proficient in Microsoft PowerPoint
  • Social Media (Facebook, Twitter, Pinterest, YouTube, Hoot Suite)
  • CRM / Infusionsoft (preferred)

Who You Are - This job is for you if you meet the following criteria: 

First and foremost, you are naturally highly organized and productive. In fact, right when you get to work, you promptly get started because you are self-motivated and easily able to manage your time effectively. When it comes to people, taking care of others is your strong suit. You treat others with respect and you are naturally a warm-hearted and caring person. You're the person who bakes fresh banana bread and delivers it to the neighbors that just moved in (don't worry, you don't have to bring banana bread to the office but we just want to know you are the sweet and caring type!). When it comes to learning new things, you're on top of it and always eager to learn and improve your own personal and professional skills. When you get stuck on something, you're able to easily find a solution because you're the master of the internet and know how to Google just about anything! And if you're still stuck on a problem, you have no shame in asking for help! Speaking of asking for help, when it comes to communication, you're able to clearly communicate your message whether its verbally or written in an email. Your outlook on life is so positive that it's contagious to others. Your friends would say you're the happy cheery person that always makes people smile with your presence. 

Who You Aren't - This job is not for you if you meet the following criteria: 

You're always late to work because you always snooze in the morning because you really don't want to go to a job you hate... but you show up because you really need the paycheck. You tend to complain about a lot of things. Customers included. Speaking of customers, you aren't a people person at all. In fact, you rather not be bothered by anybody and instead left alone to check your personal Facebook. When your deliverables aren't met on time, you've always got an excuse up your sleeve. And that excuse is never your fault. Your outlook on life is negative and you aren't willing to make changes to live the life you desire. Instead, complaining comes naturally. When it comes to getting things done, the perfect time to start is always tomorrow or on Monday because there's nothing like the pressure of last-minute. And when it comes to hard work, you prefer hardly working. Oh... and, your desk is a big mess with piles everywhere. 

More Information: 
  • Includes 4 weeks (20 days) of Paid Time Off
  • Includes 9 paid holidays: New Year's Day, MLK Day, President's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas
  • Includes option to participate in company health care plan & 401k
  • Casual (jeans are okay), friendly, fun, and relaxed work environment
  • If it snows, you can work from home
  • If you're sick, you are strongly encouraged to work from home or take paid time off
  • Must be okay with dog (non-shedding toy poodle) is sometimes in the office
  • Parking is free and always available
  • Must have a clear background. Background check will be performed

How to Apply:
  1. Step 1: Fill out application: https://docs.google.com/forms/d/1C1jrgSkWxVWEY9KeefeWM7s_eXu2b1CIl76WHndutNk/viewform
  2. Step 2: Email resume to help[at]alejandra[dot]tv
 

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