Client Service Specialist

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world's first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking a personable and passionate Client Service Specialist to join our growing team.

Responsibilities

Oversee the end-to-end customer lifecycle, ensuring a positive customer experience

Engage assigned customers proactively & maintain a regular cadence of communication

Develop customer success plans geared towards improving customer sentiment, service experience, product usage, & overall value realization

Maintain proper customer information hygiene for accurate reporting

Maintain client confidence and protect operations by keeping information confidential

Support incoming help requests from end users via telephone, email and helpdesk tickets

Track and record the problem-solving process and document actions taken until resolution

Deliver service and support to end-users via phone, email or live chat

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

Follow standard processes and procedures and adhere to team KPIs for customer satisfaction & product adoption

Ensure fast resolution for issues while maintaining customer communication

All other tasks assigned by supervisor

Requirements

Who YOU Are

A clear, concise and accurate communicator who cares about brand integrity

Courteous and confident to ensure customer needs are quickly addressed

Meticulous about managing information appropriately and securely

An advocate for the needs of the customer to ensure timely team responsiveness

A problem solver who thrives on finding solutions efficiently and effectively

Willing to cooperate with others and work towards the success of the customer and team

Multi-tasker who can manage prioritization necessary to meet deadlines

Qualifications

Minimum 2 years' experience in an external customer facing role

Minimum 2-years' experience in a coordinator role, working with cross-functional teams to meet deadlines

Confident and professional phone etiquette

Ability to speak and write clearly and accurately

Ability to work in a team environment

Benefits

What We Offer

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for developmentdesigned to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:

Health insurance (Single coverage 100% paid for by company).

Dental and vision insurance

401K Plan (with aggressive company matching)

Paid time off, plus paid holidays

Regular free breakfasts, lunches and snacks

Bicycles to ride around campus

Team BBQs and annual company Olympics