Client Care Representative

The Client Care Representative is a proactive, enthusiastic, supportive member of the Brave Thinking Institute who is growth-minded and driven to succeed.

Position Priorities & Focus:

• Support by answering our Client Care phone line, Email and Chat

We strive to answer all client questions and make sure they feel supported at the end of the interaction.

• Identify challenge and offer solutions
• Show empathy and use supportive languaging
• Technical challenge: Offer easy to understand troubleshooting steps
• Ensure that all concerns and questions are addressed before ending the call
• Offer a call back should further research be needed and make sure to update the client
• Use premade responses via Zendesk Macros in answering emails
• Suggest improvements and updates as they are needed
• Communicate/Report challenges and trends to Manager to make sure it is addressed in a timely manner

• Support Launches and Events

Our Marketing and Events team rely on us to support our clients during these times to make sure clients have a smooth experience and the endeavor is a success

• Flexible with schedule changes and periodic weekend shifts
• Willingness and adaptability to play different roles
• Cross training on multiple disciplines
• Multi-task different items simultaneously
• Take ownership of client needs and see to the resolution

• Accuracy of Work

Our Client Care team interacts directly with our clients, both existing and new to the Institute. Ensuring accurate information in input into our database and managers is critical to client support.

• Detail oriented
• Accuracy of work and data entry
• Ensure client needs are fully met
• Interactions with internal departments to provide accurate information and status
• Knowing when to escalate a situation to the proper next level

• Treat each client with Core Value #2. Love and Care

Our core values are important to delivering to our clients what we say we will do. All clients should be left with a feeling of love and care in how we addressed any need(s) they have.

• Empathy towards client needs
• Ability to de-escalate a situation where the client is upset and bring to resolution
• Going the “extra mile” to ensure client needs are fully met
• Taking the time necessary to give customer full attention and support

Required Position Attributes:

• Empathetic: Ability to understand a client’s situation and see things from their perspective
• Problem-Solving Skills: Ability to identify and resolve customer facing and internal challenges
• Reliable: We follow a schedule during launches and events and it is important to show up on your scheduled time. If unable to, this person must give enough notice for us to find a replacement for the shift
• Growth Focused: Demonstrates a strong interest in continual learning and growth and desire to participate in ongoing institute transformational training.
• Goal Oriented: Laser focused on goals with a “do whatever it takes” attitude. Willing to work extended hours and weekends when necessary to achieve objectives.
• Forward Thinking: Anticipates upcoming circumstances and conditions that may cause challenges and proactively creates solutions in advance.
• Self-Motivated: A self-starter who works extremely well in a team environment, and who also excels when it comes to working independently with minimal supervision.
• Extremely Organized/Detail Oriented: Able to assess, prioritize and manage competing deliverables in a fast-paced and dynamic work environment while ensuring that nothing, down to the smallest of details, gets missed.
• Travel*: Willing to travel to institute events a few times per year to learn about, and engage with, institute programs, philosophies, and our clients. Plus, willing to travel for additional professional training, seminars, etc. a few times per year.

* As travel conditions safely allow. If travel conditions do not allow, events held on location may be substituted for virtual events that accomplish the same goals.

Required Experience / Proficiency:

• 1+ Years experience in Customer Service
• Ability to use Positive Language
• Clear Communication Skills
• Great Listening Skills - to be able to effectively understand Client concerns
• Access to high speed internet, dedicated and distraction free work space and able to meet all requirements of this role while working remotely.
• Tech savvy with the ability to learn new software and systems quickly.
• Asana Task Management System (or similar + ability to learn immediately)
• Google Apps - Docs, Sheets, Slides, Drive
• Communication Tools - Google Meet, Skype, Zoom