Customer Success Specialist

ABOUT BRIGHTFIRE

We’re the leading digital marketing provider for insurance agencies in the United States. We’re committed to providing our clients with customer service they love and solutions that deliver results. BrightFire offers insurance agency websites, social media marketing, reviews & reputation management, search engine marketing, and local listings management.

To learn more about BrightFire, visit our website at www.brightfire.com.

ABOUT THE POSITION

BrightFire is seeking a passionate Customer Success Specialist with great communication skills to handle digital marketing support for our agency website clients. This position has a high level of customer-facing interaction. The individual we are seeking needs to be familiar with digital media, be outgoing, organized, and friendly while providing top-notch service to our customers over the phone, Zoom, and email. This individual will also assist in daily billing duties as well as offer support to our digital marketing team.

The ideal candidate for this role has digital marketing experience across multiple channels, a customer service or account management background, and exceptional communication skills. 

RESPONSIBILITIES

• Conduct all client communications in a professional and timely manner to make sure clients are up-to-date on the status of their requests.
• Answer customer requests via phone and support ticket emails through the helpdesk ticket system.
• Resolve support tickets promptly and effectively by maintaining strong product knowledge. 
• Update customer websites via WordPress Content Management System.
• Follow documented processes and provide feedback and suggestions to improve our processes.
• Provide frontline customer service for billing inquiries.

• Identify overall support process improvements and share observations.

QUALIFICATIONS

• Possesses digital marketing experience across multiple channels and a customer service or account management background.
• Familiar with digital media (social media, WordPress, etc.) 
• Attention to detail and well-organized.
• Possesses outstanding customer service skills, excellent interpersonal communication, writing, and verbal skills.
• Must be detail-oriented, meet deadlines, and have the ability to communicate effectively and professionally to clients and internal staff.
• Eager to learn new concepts and technologies.
• Must possess time management, organizational, troubleshooting, and problem-solving skills.
• Must be punctual, reliable, and professional, make independent decisions, work as a team player, and work overtime as needed.
• Self-starter with the ability to think through a problem and identify solutions.

BENEFITS & PERKS

• Competitive Salary
• Annual Performance Bonus
• Competitive Paid Time Off Policy
• Approximately 10 Paid Holidays Per Year + 2 Floating Holidays
• Retirement Plan 401k + 4% Company Matching
• Remote Work
• 100% Paid Employee Health Insurance
• Discounted Vision and Dental Insurance Available
• Flexible Work Schedules
• Provided A Company Laptop

BrightFire is an equal opportunity employer and our team is the foundation of our company. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our dedicated staff invests in their work represents a significant part of not only our culture, but our reputation and achievement as well.

All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law. BrightFire will not tolerate discrimination or harassment based on any of these characteristics.