Now Hiring - Customer Success Representative in Lawrence, MA

About The Company:

At Open Letter Marketing, we believe that marketing is the foundation of a real estate investor’s business. We’re on a mission to provide our clients with the knowledge, tools, and services to create successful direct mail campaigns. We are an online direct-to-seller marketing company specializing in Direct Mail. We have developed deep roots in the real estate industry and are now expanding into other industries.

Our Core Values:

• Innovation: We are consistently developing new strategies to provide better results for our business and customers.
• Development: We are continuously growing, both personally and professionally.
• Accountability: We take ownership of our roles and the company as a whole.
• Integrity: We hold ourselves to a high standard of professionalism.

About the Position:

We are looking to hire an ambitious, energetic team member to work in this multi-faceted role. The Customer Success Representative is the face of the company. You are the reason our customers love doing business with us and will sing your praises. By building strong relationships you encourage them to reorder and maximize their ROI. This position reports to the COO and provides a unique opportunity for professional development and advancement.

You Will:

• Provide a world-class experience to all clients.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every prospect/customer.
• Go the extra mile to engage customers and provide top-level service by providing “marketing strategy” knowledge.
• Assist customers with the placement of orders, refunds, invoices, and payment plans.
• Make outbound calls to new prospective clients.
• Update customer details in company systems during and after each call/interaction.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies or product offerings.
• Compile reports on overall customer satisfaction.
• Follow the proper procedures to place a customer’s order with up-to-date and complete information.
• Work as the liaison between production and the customer to ensure all questions are answered in a timely manner.

Requirements:

• 2+ years of customer service or inside sales experience.
• Bachelor’s degree from a 4-year college or university.
• Strong computer proficiency, including macOS, CRM software, and Microsoft Office.
• Excellent verbal and written communication skills.
• Demonstrated ability to connect quickly with people in an outgoing, friendly manner
• Ability to thrive in a high-volume, goal-oriented, transactional environment.
• A positive can-do, will-do attitude with a winning mindset.

Job Type/Schedule: Full Time, non-exempt, Monday through Friday, 9:00 am - 5:00 pm, on-site.

Compensation:

• Base Salary - $55,000/year
• Performance Based Bonus
• Paid Time Off
• Short-Term and Long-Term Disability
• Term Life with Accidental Death & Dismemberment Insurance
• Group Health Insurance Option

Benefits:

• 401(k)
• Dental Insurance
• Health Insurance
• Life insurance
• Paid time off
• Vision insurance

Other responsibilities in addition to those listed may be assigned as needed.

OLM is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Describe your previous experience that is relevant to this position.
• In what type of working environment do you thrive the most?

Experience:

• Customer service: 1 year (Required)

Work Location: One location