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Customer Service Associate I
Ref No.: 18-04674
Location: North Charleston, South Carolina
Title- Customer Service Associate
Location - North Charleston, SC
Duration - 7 months

Job Description: Standard Working Hours: Candidates need to be flexible for 24x7 shifts/weekends/nights
Sourcing for 8 Headcount-waiting on approval for the last 7 openings: Will source/interview off of submittals to this request in the meantime!

Day to Day:
• Interacting with Device Direct Publishers
• Assisting the publishers with getting their titles set up
• Account setup/assisting with file review
• Helping them understand royalty reports/etc.
• Help provide customer support to the publishers
• Create trouble tickets as needed and sent over to the correct team in order to assist publishers requests
• Training will be tiered-once they've established how to meet their goals, they will be trained on Tier 2.

The ideal Clientian will demonstrate the ability to work independently with the utmost of professionalism, integrity, and dependability. S/he will be confident and organized and will know when and how to reach out for assistance. An Clientian has a bias for action and is strongly self-motivated not only to take great care of our customers, but also to proactively identify systemic issues that need to be resolved to prevent future customer concerns (Clientians don't pass the buck when it comes to customer issues). Finally, an Clientian is supremely internet savvy and has high technical aptitude when it comes to online tools and research.

Basic Qualifications
* Proficient in Microsoft Word (Office Suite)
• Confidence in working with upper level management on a regular basis
• Ability to communicate professionally – with maturity and self confidence
• Over-achiever success in customer obsession, learning fast, problem solving, and collaboration/teamwork
• Strong familiarity with online shopping and research
• Ability to successfully complete pre-employment assessment and criminal background check
• Excellent computer skills; strong familiarity with Microsoft Office, email, chat, and the Internet
• High School Diploma or equivalent

Primary Responsibilities
• Heavy phone and email communication with customers
• Meet or exceed the quality and productivity goals assigned by management
• Demonstrate clear and polite written and oral communication
• Maintain a positive and professional demeanor with customers at all times
• Demonstrate an appropriate sense of urgency for email response times and phone service levels
• Follow company policies and processes in order to process customer requests appropriately
• Use customer service tools in order to provide an accurate response and an exceptional customer experience
• Escalate customer issues appropriately and correctly
• Proactively communicate system and process issues and customer feedback trends to management
• Exceed customer expectations by going above and beyond
• All other duties as assigned

• Associate's degree or at least one year of customer service or related experience
• Ability to navigate multiple computer systems and platforms
• Experience with Microsoft Office
• Strong attendance record
• Must be able to work nights, weekends and overtime as required
• Authorized to work in the U.S. without sponsorship
• At least 18 years of age

• 1+ years' experience as a customer service professional (Face to face interaction and/or call center experience preferred)
• Bachelor's degree
• Experience troubleshooting problems
• Experience working with customers via email and over the phone
• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
• Demonstrated ability to work as an effective team member
• Fluency in German, French or Portuguese is a bonus, but not a requirement
Reason for Request:
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