Customer Support

DEPARTMENT: Customer Support / Project Coordinator
REPORTS TO: CEO, Managing Partner
WORK HOURS: 9 AM – 5 PM EST
SALARY: $600 for first 4 weeks (training), then $900 / MONTH

About Us
Our ultimate goal is to provide a 7-start experience for our clients.
Carmichael Photo & Video creates stunning HDR Photos, 4k videos, 4k Matterport 3D Tours, Drone Photos + Video, Custom Listing Websites & more for Realtors to showcase their listings.
Our team of professional Real Estate photographers, videographers, photo editors, video editors, and project managers are a tool on your belt ready to help you stand out as a real estate agent!

SUMMARY of Position
Send out deliverables to our clients every morning. Manage, proof, upload, and retouch photos and videos on a daily basis. Follow up with clients on project status and consult them on how to download their media. Support customers by answering emails, texts, and phone calls and completing their requests within 10 minutes of receiving them. Provide hands-on follow-up support to our clients to provide a 7-star experience.

WHO were looking for
Someone who is going to be on top of all of their responsibilities and make sure things get done quickly, and effectively, and provide a 7-star experience while doing it. We’re looking for someone who is going to make our customers feel unique and special. Our company is an extension of our client’s businesses and this person should make the client feel that we are TRULY an extension of their team. By voluntarily following up, walking customers through steps, checking in with customers, and having a positive attitude, this will be accomplished. We are a smaller team and are looking for someone who would be willing to jump on a zoom call with a client just to get their account setup, for example.

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RESPONSIBILITIES

Send out all projects to the clients before 10 AM.
Communicate with team members & clients to complete projects, client requests, etc
Uploading deliverables
Creating property websites
Quality Control
Retouching images if necessary
Call/Email/Text clients about project status.
Complete all projects before 5pm.
Respond to customer service emails/texts/calls no longer than 15 minutes after they come in.
Close out email inbox every day before 5pm.
Follow up with clients after project is complete and provide guidance on downloading, advice for using marketing materials, and providing value. (training provided)
Assign all team members to projects before 10AM.
Wrap up all projects weekly before Friday at 5pm.
Contribute to the team culture and success.
Identify system improvements and implement standard operating procedures.
Create training material when necessary.

SKILLS AND QUALIFICATIONS
Ability to speak with clients on the phone with confidence.
Attention to detail.
Ability to take on several tasks at once.
Customer Relationship Management (CRM) software fluency.
Proficient with Google G Suite and word processing software.