This position provides high quality telephonic / non-telephonic support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Martindale-Avvo revenues. Additionally, this position initiates the escalation process for unresolved customer problems. CS Representatives performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Key Responsibilities

• Work includes assisting customers telephonically or non-telephonically with service and support issues; Types of inquiries received include Billing inquiries, Payments, listing updates, Website Content Updates and troubleshooting of portal access issues.
• Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with Martindale-Avvo products.
• Individuals are expected to perform as positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Ensure productivity and quality levels are met in order to meet and exceed customer expectations.
• Provide proactive support to segmented customer groups.
• Provide customers with expert advice that will assist them in achieving the highest possible visibility on the web. This may range from online collaboration to search engine optimization tips.
• Participate in identification and prioritization of training and provide informal coaching to members of their team.
• Project participation and idea generation that insures continuous improvement of department tools and resources.
• Must be able to support and resolve confidential Ratings inquiries.

Candidate Profile

• Associate degree or higher preferred.
• Previous experience in a telephonic or personal customer contact position is preferred.
• Customer service orientation.
• Excellent communication skills, written and verbal. Basic PC knowledge, working knowledge of Windows operating systems, Internet and mainstream web browsers.
• Martindale-Avvo products experience a plus.

Work Schedule

• TRAINING SCHEDULE: Monday to Friday 8:00 AM - 4:00 PM
• WORKING SCHEDULE: Monday to Friday 7:00 AM - 4:00 PM
• Breaks include lunch and short breaks in compliance with labor laws.

Compensation

• Base Gross Monthly Salary: $16,000.00
• Bonus: Based on performance metrics $1,500
• Pay Frequency: Weekly

Benefits

• Food Vouchers
• Savings Fund
• Christmas bonus
• Law Benefits: IMSS, vacation, profit sharing (PTU)