Remote
OwnLocal

About the Gig

Responsible for ensuring that all new support requests answered within goal time frame.  Your primary goal is to ensure that customers have a personal and friendly response and that all cases are triaged appropriately.  This role will require friendly and effective communication with both executive level and small business level customers. Secondarily, as a CSR you will be responsible for completing detail-oriented tasks.

About You

You are a college graduate with some tech support or fulfillment experience. You have customer service experience, and are driven to deliver amazing customer experiences. You never have to be asked twice to do something to get it done. You are detail oriented and cannot stand to leave a job incomplete. While you may have little experience, you make up for it with raw energy and pure drive: you are looking to start a career and see this job as a way to prove yourself. If you are not a college graduate you make up for it with experience and grit.

About Us

OwnLocal partners with almost 4,000 publishers globally to help manage digital advertising transformation. We provide publishers with the technology and strategy necessary to drive new revenue, strengthen sales, and improve advertiser retention in print and online. OwnLocal’s highly disruptive new ad technologies, Origami and AdForge, change the game for local sales teams by equipping them with the powerful new tools they need to meet the broad demands of local advertisers, and to instantly increase direct sales performance.

Experience

  • Experience in a customer facing role (customer service, restaurant, retail, hotel)
  • Experience organizing detail-oriented tasks
  • Experience in a fast-paced, sometimes high pressure environment
  • College degree preferred
  • Experience at a growth stage software startup

Common Tasks

  • Correspond with customers via email and phone
  • Make updates to live campaigns
  • Triage higher-level cases to appropriate team members
  • Maintain client sites and post content articles monthly

Qualities Needed

  • Ability to self manage and prioritize support tickets
  • Strong attention to detail
  • Ability to answer their own questions
  • Good on the phone, voicemail, and email
  • Desire to learn and grow
  • Ability to organize multiple complex tasks at once
  • Reliable follow through
  • Works well under pressure
  • Propensity towards action. If you find yourself with nothing to do, you find a way to contribute

Qualities we’d like to see

  • Ability to prioritize and effectively escalate issues as needed while understanding the impact on the overall business
  • Ability to learn new software
  • Demonstrates ability in handling multiple tasks
  • Demonstrates ability in adapting, innovating, and embracing change
  • Believes in what we are doing
  • Enjoys organizing