Support
Responds to tickets via ticketing platform (ServiceNow)
Makes and receives phone calls to answer support tickets
Processes changes requested by customers with other teams and vendors
Aids and support to the Product Marketing Specialist on marketing collateral and campaign development, CRM automation, sales enablement training, etc.
Documents common questions so that new content can be created for internal communications, FAQs, webinars, and our training portal
Maintains target metrics for response-times and satisfaction scores on support requests
Escalate issues to the Client Services team for resolution
Onboarding Support
Completes onboarding activities in CRM (Keap) and ticketing system (ServiceNow) to onboard new clients to the program
Completes onboarding steps, including tracking customer status, system updates, complete follow ups with those not progressing through onboarding
Sets up, manages, and updates user accounts in ScheduleOnce
Performs other duties as assigned
Growth & Development:
Becomes a power user of ServiceNow, ScheduleOnce, and Keap.
Learn to become a subject matter expert on FairwayFirst services, products, and processes – call center service, mobile app, desktop app, reporting, etc
Non-Essential Job Functions
Participates in proactive team efforts to achieve departmental and company goals.
Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value can do people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity, and fun.
Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions.
Performs other duties as assigned.
Required Experience
Demonstrated experience working in a fast paced and changing environment.
2+ years of Marketing Support, Digital Marketing and/or Customer Service experience preferred
1+ year of lead generation marketing experience preferred
Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines
Demonstrated experience delivering client-focused solutions to customer needs
Demonstrated experience learning & mastering new technology
Required Knowledge and Skills
Solid knowledge and understanding of customer service and intrapersonal best practices.
1+ year of lead management and CRM experience preferred
Solid understanding of basic data analysis and reporting
Minimum Education Preferred
4 Year / Bachelor’s Degree
Physical Environment
Remote Role
Travel
Local travel may be required for company or career-related meetings, programs and/or events.
#INDEED
#LI-SZ1
At Fairway, we are committed to cultivating, fostering, and preserving a culture of diversity and inclusion. In order to attract, recruit, hire, develop, and retain the very best employees at all levels, Fairway is committed to embracing talent and supporting a culture of inclusivity, reflective of Fairway’s Core Values.
Fairway is an equal opportunity employer & is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.
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