Customer Service Specialist Mesmo, Inc.
THIS JOB HAS EXPIRED As the Customer Service Specialist, you will be responsible for implementing Premier programs that will improve premier customer satisfaction and retention. You will serve as the primary point of contact for Premier players?developing relationships with them, managing the queue of requests, researching and resolving customer inquiries, and responding to customers in a timely and respectful manner.
You will also be responsible for reaching out to Premier players proactively, analyzing customer feedback, identifying themes, escalating issues and representing the voice of the premier player internally.
Serve as the primary point of contact for Premier players who have issues or suggestions about their playing experience to develop strong relationships and provide excellent service. Research and resolve customer concerns related to a myriad of technical, billing, and/or functional issues, reach out to players proactively, and ensure the voice of the player is heard internally.
Provide input to assist in building the Premier strategy and implementing Premier programs that strengthen relationships and increase Premier activity and long term value
Primary point of contact for Premiers to reach out to with issues, concerns, complaints and suggestions
Understand customer issues and provide excellent customer support via email, message boards, and phone in response to inquiries as well as proactively
Utilize multiple resources such as knowledgebase, website, and support tools and collaborate with team members to research and resolve customer issues and respond to customers in a timely and respectful manner
Enter accurate information into the support tools regarding customer communications
Escalate issues for investigation and/or consideration as appropriate
Analyze player data (quantitative and qualitative), identify trends and report on findings
Represent the voice of the player internally with the Player Services, Product and Marketing teams
Customer service oriented
A people person; proven track record in relationship building
Strong written and verbal communication skills
Extremely organized and detail oriented
Strong time management skills and ability to prioritize duties without direction
Resourceful; takes initiative
Demonstrated ability to deliver high quality service within agreed upon timeframes
Ability to navigate challenging situations in a positive and professional manner
Ability to deliver good news (easy) and bad news (not so easy) in a way that demonstrates to the customer that we?ve heard them, we understand their issue, and are working hard to resolve it.
Team player?helpful, willing to pitch in, goes the extra mile, shares ideas
College Degree preferred
||Waltham, MA |
THIS JOB HAS EXPIRED