BRAND REPUTATION SPECIALIST

ROLE:

If you are:
A person who has the compassion to go an extra mile to help others?
A person who serves as a problem solver in times of confusion?
A person who is eager to make a difference in someone’s life, specifically moms?

IF YES, then THE RAINMAKER FAMILY is very excited to have you!

Stephen & Chelsey Diaz are seeking part-time support personnel to help members of the Rainmaker Community with technical issues, billing complications, and getting connected with the right departments within the company. The ideal Rainmaker Brand Reputation Specialist is an amazing solutionary, and high-fact-finding member of the Rainmaker Community.

As a part of The Rainmaker Family team, we’re always looking to steward and multiply what we do, looking for ways to love and serve families who are ready for financial breakthroughs.

Our perfect Brand Reputation Specialist loves to serve others and maintains a super positive attitude. You can pivot quickly when needed and relay issues to the Customer Support Team promptly. You’re gifted in crafting responses and can communicate in a way that feels both friendly and professional. You are known for finding the answers for others and getting everyone on your team on the same page.

The Rainmaker Family is fast-paced, dynamic, and ever-changing. Our work hours may flex up during launch months and flex down certain times of year due to seasonality. There may be times we need to work odd hours or even on weekends. Our team members are willing to help out more when needed and are content to rest and lean into family in the down times.

GENERAL RESPONSIBILITIES:

– Maintains a positive and inclusive environment and ensures adherence to the groups guidelines and policies.
– Work closely with your lead and team members to stay on top of issues that arise.
– Assess the needs of our customers and direct them to resources they have available to them, including training videos, promos, and upgrades.
– Possibility of expanding this scope of work during live events with permission from the Leadership Team.
– Be flexible with your schedule as LIVE challenge weeks can require more hours than others.
– Attend Customer Support Team L10 meetings or 1:1 with Lead as needed
– Contribute to moving Customer Support Team Rocks forward each quarter.
– Coordinate with your lead when issues arise

SPECIFIC RESPONSIBILITIES:
– Check into Slack first thing in the morning & before your shift ends.
– Complete tasks and routines on Click to view daily, in a timely manner and by the due date.
– Clear Click to view notifications and inbox daily.
– Support Rainmakers as they may run into technical issues or direct them to the Customer Support Link if they need help with payment and/or refund processing.
– Ensure your team checks Social Media/SMS inboxes, posts and comments daily to make sure all messages are replied to in less than 24 hours
– To be able to have your application for this position be pooled and reviewed, please place the words: Get lucky in all caps as the subject line to your reply on this job post. On the description, kindly choose one animal that you love and explain why.

RESULTS:
– Customers are responded to quickly and efficiently.
– Peace in the group, and remove negativity/doubt in the program.
– Issues are solved quickly as team members are fast to bring them to the attention of the Customer Support team via the cs-et-overlap slack channel or to your lead if urgent.
– Tasks and routines are completed in a timely manner so nothing falls through the cracks.
– Department Rocks made with the CS team gain traction throughout the quarter as work to consistently improve the team and the customer experience.

REQUIREMENTS :
– Preferably with experience in E-learning course industry or related field.
– Customer Service experience is a plus.
– Willing to learn and take some notes, as information is crucial to this role
– Collaboration and Communication with the community
– Tech Savvy
– Tactful
– Researchful
– Kind and gracious, even in stressful situations
– Enthusiastic, upbeat, and contagiously positive
– Able to follow instructions thoroughly
– Flexible & Adaptable as we continually improve the Rainmaker Challenge experience
– Not easily offended or intimidated
– Solution-oriented

EXPECTED PROFICIENCIES / TOOLS YOU’LL BE USING:
– Slack
– Facebook & Facebook Groups
– Instagram
– Google Sheets
– Google Forms
– Gmail
– Google Calendar
– Click to view
– Clockify
– AI Tools (chatgpt or any will make our response better)

KEY ATTRIBUTES:
Key attribute #1: A+ Attitude
The Brand Reputation Specialist Team upholds the reputation of Rainmakers. All communications between Brand Reputation Specialists and customers should reflect the Rainmaker heart: kind, positive and momentum-loving!

Key attribute #2: Diligent
With many customers relying on your help to use our software and get connected to the right channels, your commitment to diligence is key. They need to know you’ll respond to them promptly and have the tools to help them get unstuck.

Key attribute #3: Solutionary
A successful Brand Reputation Specialist is someone who is a solutionary at heart. You naturally seek solutions to issues presented to you, so you’re a perfect fit for this role.

Key attribute #4: Resourceful
Most responses can be found inside the group, slacks, our courses, and google. Making the most of available resources to overcome challenges and achieve goals. It involves thinking outside the box, adapting to different situations, and being proactive in finding innovative approaches.

AGREEMENT TERMS
– If for any reason you are unable to complete the duties outlined within your role or will be out for a certain period of time, let your lead know as soon as possible to make proper arrangements.
– Weekly Meetings:
– 1hr Weekly Team Meetings (with your team or with CS team as needed)
– Usually 1 hour or less in tasks to complete before the next meeting
– HOURS: 4-6hr/day (depending on the schedule of LIVE events and increase in ads to the On Demand Challenge)
– SALARY: 2.5USD/HR

NOT INCLUDED IN THIS ROLE

When team members are focused on the responsibilities of the role and stay in their lane, all systems run smoothly. Here are some things Brand Reputation Specialist will not do:

– Take/arrange payments from any customer
– Correct team members publicly (praise is for public, correction is for private)
– Give advice about specific product ideas/numbers/logistics/structure of their business. The idea is to guide & direct them to where they can get further tools & guidance (either in the FB group or the Mastermind – which is the ultimate goal!)
– Call leads
– Answer customers in direct email correspondence