Job Description
About HighLevel:
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.
Our Website - https://www.gohighlevel.com/
YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g
Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/
Our Customers:
HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.
Scale at HighLevel:
We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.
Roles and Responsibilities
Who You Are:
You are looking for an opportunity to bring your customer centric approach and thinking to an impactful role that allows you to perform various administrative and support tasks, including answering customer emails, chats and text messages, scheduling customer meetings, greeting customers and managing our video conferencing community room/lobby, in addition to tracking and maintaining customer entry logs and call queues. You will be a client facing facilitator to our team for intake of customers and well as following our culture and performance standards
You are comfortable assisting team members in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of time management, organization and administrative skills to support our customers and teams
To be successful in this role, you will be confident, efficient, energetic, positive and optimistic while navigating a high-demand “virtual” room of customers and team members. You are the first impression for our customers to welcome, engage and field customer questions and inquiries directly to our representatives. Strong collaboration, time-management and prioritization skills are critical to the success of this role. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions
What You’ll Be Doing:
Duties to include: greeting customers, updating the call queue, managing lobby, responding to SMS and email; in addition to building templated customer accounts information when neededAnswers video calls, chats and emails and will schedule appointments with team members Organizes workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments to keep the team accountable via CRMCreate best practices on waiting room etiquette and maintaining a great zoom room environmentEnter data into spreadsheets or update office calendarsAnswer and route customer phone calls and oversee transfersAssist and send reviews for customers to complete and score/rate their customer experienceMonitor and logging all systems and customer data to ensure they are up and running properly and timely service is providedAssisting and prioritizing at-risk and urgent customer needs in a quick fashionResponsible for pipeline organizing and creating task reminders for the teamIncrease your product knowledge and skills by participating in department meetings and trainingsOther duties may be assigned and/or modified as business needs change
What You’ll Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Experience/Education/Certifications Required:
High school diploma or GED requiredPrior experience as a receptionist, scheduler, administrative/clerical assistant or relevant role preferredKnowledge of online calendars and scheduling (i.e. Google Calendar) preferredExperience answering high call volume calls and solving customer’s needs preferredExcellent phone, email and instant messaging communication skillsOrganization skills to keep accurate records and find important information quicklyTime management skills to prioritize and complete a side variety of tasks throughout the day in a fast-paced environmentPatience and listening skills to respond appropriate and interact positively with customersInterpersonal skills to create a pleasant experience for all customers, such as being personable and attentiveEmotional intelligence with the ability to adjust your communication style based on the nature of the callThe ability to build lasting first impressions and relationships with customersAbility to work from home and “camera ready”, which requires a quiet workspace with little to no distractionsReliable high speed internet/wifi connection at home with little to no interruptionsAvailability to work a flexible schedule which may include mornings, nights, weekends, and holidaysKnowledge of HighLevel products and services preferredIntermediate MAC computer skills including use of multiple monitors and applicationsBasic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc
