About the role:
VydeoEase is seeking an immediate hire of a full-time Customer Service Representative (CSR) to join our firm. As the CSR, your responsibility will be to ensure Job intake is done efficiently, expeditiously, are kept up to date and running smoothly. While this is an internal role, you will be comfortable in communicating with clients and providing customer service via email. Otherwise, the role encompasses hands-on responsibilities and oversight of our Process management application Monday and review jobs for quality control.
Role Responsibilities
Daily
Customer Service: You’ll review the day’s jobs through Monday, intake them, ensure that the assets are usable, and send them off to the assigned editor. Once the assignment is done, you’ll communicate with the client that the job has been assigned and give expected dates for the first draft- this is all templated and automated for you.
Revisions and final output are also your responsibility.
Internal and External communication- you’ll be responsible for daily interface with clients, and routing questions to the appropriate managers. This will all be done via email or messaging.
From time to time, you will be asked to meet with clients, with management, in order to show that you understand the issues at hand. Management will lead these meetings, and you will be required to learn and improve our processes from this.
Manage Macro & Micro Communication efforts, including customer service, coordinating efforts with the rest of our team, and continual improvement of the process, customer interface, and experience.
From time to time, we’ll ask that you help with administrative tasks to help reduce the load of management.
Weekly
Review deliverables with the team at weekly meetings.
Your role is to help find issues, uncover them, and work with us as a team as to how to resolve them.
Review opportunities to enhance customer experience.
On time, delays, and issues with editors or clients are how we improve our service. This will be your responsibility to uncover them.
Work with marketing to develop email campaigns that communicate changes and events that help our clients.
Quarterly
Conduct Customer Service research, help with upsells, and suggest new offerings to improve revenue
Seek new technologies, applications, and services that improve our commitment to serving our customers.
Suggest other ideas to improve Client Turnover, User Experience, and Referrals
Review the Onboarding process, learn the process, be able to help, and assist in assigning portals to new clients. Always suggest improvements.
Necessary Skills
Excellent written and verbal communication in English (American English)
or familiarity with a process application
High-Level CRM or familiarity with CRM Management and drip campaigns
Portal – This is our internal portal, and we will train you how to use it.
Video Editing experience is highly preferred.
Ability to help clients identify issues, reach out to those that are silent, and help them become active again.
About VydeoEase:
Here at VydeoEase, we make video editing easy. We will focus on editing your videos so you can focus on other important things that need your attention. If you want to know more about our services, please visit our website.
APPLY FOR THIS JOB:
Company: VydeoEase
Name: VydeoEase HR
Email: