ROLE
Do you love chatting with fellow Rainmakers?
Are you great at problem-solving and helping others?
Are you passionate about changing the lives of new moms?
Then The Rainmaker Family is looking for you!
Stephen & Chelsey Diaz are seeking full-time support personnel to help members of the Rainmaker Community with technical issues, payment questions, and getting connected with the right departments within the company. The ideal Rainmaker Customer Support 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 breakthrough.
Our perfect Customer Support Specialist loves to serve others and maintains a super positive attitude. You can pivot quickly when needed and relay issues to the Customer Experience Manager promptly. You’re gifted in critical thinking and communicating in a way that is friendly and professional. You are known for finding the answers for others and getting everyone 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 Customer Support Team members are willing to help out more when needed and are content to rest and lean into family in the down times.
RESPONSIBILITIES
-Check into Slack first thing in the morning & before your shift ends
-Complete tasks and routines in daily and in a timely manner
-Work closely with the Customer Support Lead to stay on top of issues that arise
-Support Rainmakers as they may run into technical issues or need help with payment and/or refund processing
-Assess the needs of our customers and direct them to resources they have available to them, including training videos, promos, and upgrades.
-Diligently check in with Support Tickets (in Zendesk) daily to make sure all messages are replied to in less than 24 hours
-Clear notifications and inbox daily
-Possibility of expanding this scope of work during live events with permission from team lead
-Be flexible with your schedule as LIVE challenge weeks can require more hours than others
-Attend Customer Support Team L10 meetings, showing up in excellence each week
-Complete CS-L10 agenda items before the next meeting
-Contribute to moving Customer Support Team Rocks forward each quarter
-Submit tickets to the Customer Experience Manager promptly when issues arise
-Assist other CS members with gathering information/data to complete tasks that are assigned to you
-Miscellaneous tasks/projects that may arise and need the attention of CS team members to bring to completion
RESULTS
-Customers are responded to quickly and efficiently
-Customer Support may guide future Rainmakers through the payment process, holding their hand all the way to joining Rainmakers to ensure everything is charged and upgraded correctly.
-The Customer Support Team runs smoothly as all team members are promptly completing tasks outlined by the Customer Support Director in weekly CS-L10s and occasionally on Slack throughout the week.
-Issues are solved quickly as the team members are fast to bring them to the attention of the Customer Support Director/Lead via our ticketing system or SOS in Slack if the need is urgent.
-Weekly meetings result in assigned tasks that are completed before the next meeting so nothing falls through the cracks.
-Department Rocks gain traction throughout the quarter as Customer Support Specialists work to consistently improve the team and the customer experience.
REQUIREMENTS
-Learns quickly
-Tech Savvy
-Tactful
-Flexible
-Always learning
-Kind and gracious, even in stressful situations
-Enthusiastic, upbeat, and contagiously positive
-Able to follow instructions thoroughly
-Adaptable as we continually improve the Rainmaker Challenge experience
-Not easily offended or intimidated
-Solution-oriented
-Excellent Critical thinking skills
Expected Proficiencies / Tools You’ll Be Using
-Zendesk
-Slack
-Rainmaker App
-Facebook & Facebook Groups
-Google Sheets/Docs
-Google Drive
-Google Forms
-Gmail
-Google Calendar
-Clockify
-Loom
To check if you have really read and understood the Job Responsibilities for this role please put the word “Support” on the subject line of your reply on this Job Post. In addition, place the LINK to your CV/resume on the space that will be provided for your remarks or message.
Key Attributes
Key attribute #1: A+ Attitude
The Customer Support Team upholds the reputation of Rainmakers. All communications with 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, make payments, 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 Customer Support 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.
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.
-Base Pay: $4/hr
-Weekly Meetings:
-1hr Weekly Team Meetings
-Usually 1 hour or less in tasks to complete before the next meeting
-Hours: 6-8hr/day (depending on the schedule of LIVE events and increase in ads to the On Demand Challenge)
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 Customer Support will not do:
-Message customers on Facebook
-Give advice about specific product ideas/numbers/logistics. 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 outside of Zendesk
APPLY FOR THIS JOB:
Company: Rainmaker Family LLC
Name: Minie
Email: