Product Madness is looking for our next VIP Customer Service Specialist to provide outstanding customer service to our very elite set of players. The VIP Customer Service Specialist will perform service focused outreach to targeted customers and responds to inbound support requests with end goals of retention and customer satisfaction.
This role requires the ability to manage an assigned portfolio of customers for maintaining ongoing communication outreach and responsiveness determined for them via chat and other mediums. They are expected to understand and follow the process and procedural documentation in our Standard Operating Platform.
What You'll Do:
The primary functions of the VIP Customer Service is executional in nature and deeply rooted in providing excellent service and outreach to most valued customers. Their customer facing communication should meet and exceed quality and productivity standards set regarding:
- Reflective of Brand Voice
Additional assignments for outreach to players outside of player portfolio for growing VIP player base and re-engagement
Commitment to Quality:
Routinely test the company's games for both strong product knowledge and to identify issues affecting the customer experience.
Decipher, aggregate, and clearly document emergent issues from customer reports for escalation to appropriate internal parties and stakeholders.
What We're Looking For:
Some college, preferably at least an Associates degree
Special Conditions of Employment:
Background checks, willingness/ability to work required shifts per schedule which may fluctuate