As a Customer Support Representative at Vanilla Video, you represent the first interaction with many of our customers. Whether it’s a new customer looking to get started with a video production, a returning customer with several new projects, or a past customer in need of some friendly troubleshooting — you understand the importance of providing a professional first impression, which plays a vital part in the customer’s overall satisfaction and experience.
As a Customer Support Representative, you will assess individual customer needs as they arise and work directly with the customer by phone or email to provide a solution. Since no two projects are alike, and customer goals vary greatly, you will be responsible for discerning customer intent and understanding their video goals. You will gain an intimate understanding of each customer’s business, along with their upcoming projects, and find an appropriate video solution, tailored for their needs.
In addition to providing customers solutions to their video needs, you will also interact with customers over a multitude of communication channels. You may, in some circumstances, deal with a single customer over multiple mediums, e.g., social media, email, phone, as well as in-person meetings. As a Customer Service Representative you are comfortable working in a variety of communication mediums.
Customer Support Representative
Experience: 1+ Years
Education: Not Required
Type: Entry-Level Position
Class: Sales / Customer Service
Pay: $12.00 - 16.00 / hour
Approx. $25k - 33.3k Yearly.
Excellent verbal and written communication skills. Strong interpersonal skills.
Familiar with Microsoft Outlook, Excel, Word, and comfortable using Web Applications.
Familiar with social media; especially Facebook, Twitter, Instagram and Pinterest.
Prior experience working directly with customers in a technical support or sales role.
Ability to self-motivate and follow through with customers until a resolution is found.
Ability to explain or simplify complex ideas for non tech-savvy customers.
Strong previous knowledge of working in video production and video post-production.
As a Customer Support Representative, you will spend most of your time working directly with customers by phone and email. Your role is to invite customers into the world of Vanilla Video — answering customer questions, addressing concerns, and assisting throughout the ordering process. Working with others on the Vanilla Video sales team, you will also follow through with potential leads, offer custom quotes, and generate proposals for incoming customers.
While we encourage our Customer Support Representatives to spend a portion of their time in the office, this position can be performed remotely. Within your sales team, you will coordinate schedules and duties to provide full coverage during Vanilla Video’s business hours, across all communication channels. Through coordination with other members on the team, you will have some flexibility to choose working days and hours that best fit your schedule.
Since Vanilla Video prefers to recruit internally, we encourage our Customer Support Reps to move into an Account Executive position after being with Vanilla Video at least one year. Other common career advancement from this position includes becoming a Creative Director.
Responsibilities & Duties
You are responsible for customer interactions. Acting as a representative of Vanilla Video, you keep a friendly and professional conduct while working with customers to purchase video production services. Additionally, it is your responsibility to help troubleshoot customer issues as they arise. This is a blended (dual-role) in sales and customer support. Our goal as a company is to answer all phone calls immediately on the first try, and respond to all customer inquiries within six business hours.
As a Customer Support Representative, you will join our sales team and work with other Vanilla representative to swiftly and professionally handle customer questions, inquiries, quotes, and troubleshoot any issues.
Passionate about working with others.
Genuinely enjoy customer interactions.
Ability to remain patient and calm.
Ability to keep a friendly demeanor.
Strong technical knowledge of computers.
Experience in IT support a plus.
Enjoy communicating mostly by email.
Ability to work remotely if needed.