Customer Care Support Associate Inc. - Pittsburgh, PA

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Job Overview:
The primary responsibilities of this position are Client focused, providing support to FOREVER Clients as they build their FOREVER accounts with digital media. Support could range from site navigation to troubleshooting to sales support. This is an excellent opportunity for someone who enjoys working in a diverse and fast-paced environment, and also conducts themselves at all times in a highly professional manner.

Primary Responsibilities:
  • Provides inbound client support for FOREVER, both internally and externally, by way of email, webform and phone
  • Responds to client inquiries in a timely manner with a sense of urgency and care
  • Documents all requests through the Client Relationship Management system
  • Understands and adheres to all documented procedures
  • Collaborates with all business functions including development, product management, sales and operations
  • Documents and collects client feedback and participates in software enhancement process representing our client needs
  • Conducts all client interactions reflective of FOREVER’s core values and client commitments
  • Client care team members are expected to be respectful, fair, gracious, courageous, innovative, act with urgency and as leaders
  • As part of the operations team Client care team members may be asked to help support other activities such as scanning images and documents as provided by our Clients.
  • Performs other duties as required by the Vice President of Operations
Required Skills and Qualifications:
  • Associate or Bachelor degree with 2 years of experience preferred, or High School graduate with 5 years of experience
  • Excellent interpersonal and communication skills (verbal and written)
  • Strong troubleshooting and problem-solving skills
  • Proficient in Microsoft Office 2007, 2010 or 2013
  • Enthusiastic, energetic, confident, and works with a sense of urgency
  • Previous customer service experience strongly desired
  • Accomplished in the ability to multi-task in a fast paced environment; enjoys challenges
  • Commitment to quality in all work, eager to ensure a job well done
Reporting Relationship:
  • Reports to the Vice President of Operations
  • Competitive salary and benefits
  • Stock option grant
  • Participate in company benefit plans (paid vacation; medical, dental and vision insurance; disability & life insurance; and SIMPLE IRA retirement plan)