Project Coordinator

Professional Services Call Center Specialist

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands. We have an awesome opportunity for you to start a career in technology and design! We are looking for a passionate, tech-savvy, problem-solving, and customer service-focused individual to join our Professional Services Call Center Specialist team. We will train you to become a website guru who will consult with and assist customers through utilizing your creativity and customer service skills. As a Professional Services specialist, your success within the role allows you to help small businesses achieve their goals.

What you'll do & how you'll make your mark:

• Positively impact small businesses' ability to grow & thrive
• Communicate with customers via inbound and outbound call center (15-20 calls/day) focused on a high level of customer satisfaction
• Support clients using your knowledge, design experience, and other creative assets
• Take the time to understand our customers' goals and challenges, consult options and make recommendations to enhance their design/marketing strategy
• Ability to thoroughly listen, understand and assist each customer to resolve their needs
• Identify and troubleshoot technical issues to best support our customer's online presence
• Openly accepts and incorporates qualitative feedback
• Participates in cross-functional team meetings to improve processes

Who you are & what you'll need to succeed:

• Graduate of Bachelor's degree in Information Technology, Business, Communications, or related field.
• At least 2 - 3 years of customer experience in a BPO setup (required)
• Broad technology experience (preferred)
• Knowledge of internet, social media and/or small business (preferred)
• Excellent written communication skills
• Amazing customer service skills
• Ability to type 40 words per minute (WPM).
• Basic understanding of Microsoft Word, Outlook and Excel.
• Detail-oriented, problem solver, and dynamic
• Strong conflict resolution, critical thinking and troubleshooting skills
• Must be able to multi-task and work well in a fast-paced environment
• A great attitude paired with a love for design and troubleshooting
• You have a powerful desire to learn web-based technologies
• You enjoy interacting with diverse groups of people, both internal/external customers

Why you'll love us:

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 2 5 + affinity groups where you can network and connect with Newfolders globally.
• Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.