Customer Service Coordinator

This is a remote position.

What to expect at Bizbox:

• A workplace driven by non-negotiable and ‘Culture First’ organizational values
  

• A competitive and progressive Leave Policy.
  

• Unlimited Coffee, Tea, and snacks!
  

About us: 

We are a best-in-class creative services company. We serve and partner with top brands in the wedding, fashion, beauty, media and entertainment industries worldwide. We're a team of fast-paced, hard-working, forward thinkers who are dedicated to succeeding on behalf of one another and on behalf of our customers, at scale. 

What we do:

Bizbox clients make up a variety of market leaders in the following areas:  Small & Medium-Sized Entrepreneurship, Photography, Sales, Marketing, Social Media. Our clients require creative content that is inspirational, motivational, narrative-driven, and also technical.  

Our vision is to create products and services that radically improve the success of our customers. We are also a modern content communication company committed to creating and designing relevant and valuable content that will create amazement, ignite inspiration, educate, promote entrepreneurial gusto, and motivate our community of customers to succeed.

What we’re looking for:

We are looking for a client servicing supervisor who has professional experience in supervising a client servicing team. This individual will be a team member with professional-level written and verbal communication skills in English. This is a crucial role within the company so it’s important to us that you have a passion for client servicing and that individually this is a great fit for you as well. This position is ideal for a person with a growth mindset as well as positive problem-solving skills to help promote a positive client experience every step of the way. The person should be flexible with the days worked during the week and be available to work on the weekends when scheduled.

Successful candidates at Bizbox are draft picks from the marketplace and professional peer group. They bring consistent intellectual energy and acumen to their position and increase value to our teammates AND our customers.

They demonstrate a strong alignment with our values. At Bizbox, we stay 'True North’ by practicing:

• An Open mind to always improving through coaching.
  

• On-time and accurate delivery.
  

• Kindness.
  

• Transparency; Accountable and humble, yet has the strength to communicate with their upline with conviction
  

• Always willing to go the extra mile for our colleagues and our customers. We bring a 'solutions' mindset to the table.
  

• Inspecting what we expect; Planning what we do, doing what we plan.
  

​

Key Responsibilities:

• Serve as the point of contact for customer questions and basic issues, collaborating with various teams to provide answers, updates, and resolve problems promptly and efficiently.
  

• Remain motivated as a team member of the customer servicing team to handle on both ongoing and newly assigned client and talent case/tasks with professionalism and empathy.
  

• Analyze and assess the severity of incoming customer and talent complaints and issues to determine appropriate escalation paths.
  

• Sequence and prioritize all assigned individual tasks/cases for this position as part of the client servicing team to meet or exceed all KPI’s that are set as a target for this position.
  

• Action all assigned tasks/cases that are viewable on reports/list views 
  

• Maintain a high level of productivity to ensure individual targets regarding client and talent communication are met within 24 hour turnaround or less.
  

• Remain open and receptive to constructive feedback and coaching when needed
  

• Maintain organization and follow systems for all communication records both internal and external
  

• Continuously refine active listening and critical thinking skills to develop creative, policy-compliant solutions that prioritize both client and talent experience, driving us toward excellence.
  

• Other tasks and projects as assigned by supervisor and senior management
  

PERFORMANCE GOALS / KPIs

• Client Communication Response
  

• Maintain accurate records and reporting on team goals of response to client within 24 hours
  

• Assign and accurately track team performance on scheduled tasks 
  

• Client Calls:
  

• Listen to and evaluate client calls and coach the team as needed
  

• Complete follow up calls for escalations as scheduled and debrief with team as needed
  

• Clearly communicate with client servicing assistant manager and senior management for any escalations when necessary
  

• Maintain excellent team documentation processes for 100% of calls/voicemails received
  

• Scheduled client project timelines
  

• Assist the team in preparing and verifying all assigned date specific project timelines at minimum 2 weeks in advance with 100% accuracy
  

• Emergency situations
  

• Follow up with client following all emergency protocols as a team leader the week after the emergency occurs
  

• Follow all documentation of communication protocols in client management systems  
  

SUPERVISOR/LEADERSHIP ESSENTIALS:

• Holder of this position agrees with the mission of the company and is excited to add value to its culture and goals. 
  

• Fast, easy, accurate performance and service
  

• An accurate and up-to-date understanding of all systems, platforms, communication channels, and standard operating procedures (SOPs)
  

• Continuous improvement
  

• If it is needed and it doesn't exists, work with the AM to create a solution
  

• If you are unable to create a solution, escalate
  

• Organization, Planning, and Prioritizing capabilities
  

• Accountability as an expectation and standard based on published goals and deadlines
  

• Know the condition of your teammates
  

• who they are
  

• what they do
  

• who is cross trained
  

• how long it takes them to accomplish designated tasks 
  

ESCALATIONS:

• Demanding to speak with a manager or supervisor
  

• Hostile or threatening
  

CANCELLATIONS:

• Main POC: