ABOUT BRIGHTFIRE
We’re the leading digital marketing provider for insurance agencies in the United States. We’re committed to providing our clients with customer service they love and solutions that deliver results. BrightFire offers insurance agency websites, social media marketing, reviews & reputation management, pay-per-click advertising, and local listings management.
ABOUT THE POSITION
BrightFire is seeking a passionate Customer Success Specialist with great communication skills to handle digital marketing support for our agency website clients. This position has a high level of customer-facing interaction. The individual we are seeking needs to be familiar with digital media, be outgoing, organized, and friendly while providing top-notch service to our customers over the phone, Zoom, and email. This individual will also assist in daily billing duties as well as offer support to our digital marketing team.
The ideal candidate for this role has digital marketing experience across multiple channels, a customer service or account management background, and exceptional communication skills.
This position is remote in the USA only.
RESPONSIBILITIES
- Conduct all client communications in a professional and timely manner to make sure clients are up-to-date on the status of their requests.
- Answer customer requests via phone and support ticket emails through the helpdesk ticket system.
- Resolve support tickets promptly and effectively by maintaining strong product knowledge.
- Update customer websites via WordPress Content Management System.
- Follow documented processes and provide feedback and suggestions to improve our processes.
- Provide frontline customer service for billing inquiries.
- Identify overall support process improvements and share observations.
QUALIFICATIONS
- Possesses digital marketing experience across multiple channels and a customer service or account management background.
- Familiar with digital media (social media, WordPress, etc.)
- Attention to detail and well organized.
- Possesses outstanding customer service skills, excellent interpersonal communication, writing, and verbal skills.
- Must be detail-oriented, meet deadlines, and have the ability to communicate effectively and professionally to clients and internal staff.
- Eager to learn new concepts and technologies.
- Must possess time management, organizational, troubleshooting, and problem-solving skills.
- Must be punctual, reliable, and professional, make independent decisions, work as a team player, and work overtime as needed.
- Self-starter with the ability to think through a problem and identify solutions.
BENEFITS & PERKS
- Competitive Salary
- Annual Performance Bonus
- Competitive Paid Time Off Policy
- Approximately 10 Paid Holidays Per Year + 2 Floating Holidays
- Retirement Plan 401k + 4% Company Matching
- Remote Work (USA Only)
- 100% Paid Employee Health Insurance
- Discounted Vision and Dental Insurance Available
- Flexible Work Schedules
- Provided A Company Laptop