Job Description
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
Key skill Required
- Project Management
- Cadence
- Construction
- Asset Management
- Communication
- Courteous
- Customer Experience
- Customer Needs
- Customer Satisfaction
- Customer Success
- Design
- Development
- Etiquette
- Health Insurance
- Imagery
- Insurance
- Intuitive
- Management
- Passionate
- Phone Etiquette
- Prioritization
- Product Adoption
- Project Management Software
- Realization
- Reporting
- Responsiveness
- Value Realization
- Vision Insurance
- Write Clearly
