TSMA is Hiring a Customer Care Specialist!
Do you study the way customer service representatives interact with you?
Do you keep a mental journal of your favorite customer support experiences?
Are you obsessed with finding the perfect emoji to convey your tone with a stranger?
Do you pride yourself on being able to handle multiple, different tasks during the day?
Do you enjoy the thrill of helping someone who's upset find a win-win solution?
Do you spend your Saturdays re-organizing your google drive folders?
Are you self-motivated enough to productively work from home, but enjoy humans enough to bring your fun personality to (Zoom) meetings with us and our clients?
Well then we have the position for you! 🎉
We are looking for a responsible, well-written Customer Care Specialist to bolster our ever-expanding Customer Care team.
You will need to act proactively and without guidance while understanding the needs and characteristics of people, and sometimes organizations, with whom we work.
About Us (i.e. why you'll love working here)
We are the entertainment industry's nation-leading social media management and growth firm. Basically, we're the go-to Instagram experts in entertainment.
More importantly, we love what we do, have tremendous passion for each other, and work every day to create a work environment that allows you to thrive not just professionally but personally.
Six years ago, our CEO and Founder began TSMA from the ground up, as a way to support a major need for artists of all kinds. Through education, service, and a fantastic team, TSMA has become one of the cornerstones of the modern entertainment industry.
Everyone at the company is a creative in some way—actors, artists, writers, photographers, you name it. As such, we understand and love supporting other artists and creating a work environment that is professional, but also a lot of fun.
We also deeply value inclusivity. We know that when everyone brings their own unique perspective, history, and approach to the world we do better as a team.
Responsibilities of the Position
- Primarily, this position communicates via a text-message platform with clients and potential clients from tsmagrowth.com
- Respond to client questions, suggestions, and complaints in a personable, effective, and timely manner
- Provide updates/recaps/etc to your fellow Customer Care team members
- Proactively and strategically problem-solve to anticipate customer needs, following policies and TSMA guidelines
- Take extensive, detailed, organized notes during on-boardings of new clients and other client meetings
- Format information for internal and external communication – including email recaps and/or reports
- Attend weekly team calls to review any outstanding questions or updates from the previous week, discuss questions you may have at the onset of the current week, and receive regular updates/feedback on your work
- Be a self-starter. This position works from home, and while we don't believe in micro-managing, this role doesn’t work in a silo. You will have frequent interactions with the rest of the team on a daily basis to carry out the job
Job Requirements
- Proven aptitude and skills related to the above responsibilities
- Dynamic, adaptable writing skills to effectively communicate with a wide variety of clients (often happy clients seeking information, but of course the real skill is in mollifying upset clients)
- Outstanding organizational and time management skills
- Excellent verbal and written communications skills
- You will be tested on this during the interview process
- Thick skin to deal with clients who are upset even when you've clearly explained the answer to them… maybe a few times
- Bonus points for work experience in social media
- Experience in a retail or customer service position
- High School degree
As you might imagine you will work from home almost 100% of the time, so easy access to a reliable computer, phone, and internet is a must. We’re a very mac-friendly company, though we accept PC-people too (see: inclusivity).
We anticipate this will be a full-time position, though we sometimes start people on a somewhat part-time basis with a ramp-up period during our training process.
This position has significant growth opportunities, both in terms of responsibilities and compensation, in our fast-growing company.