VIP Web Consultant

Agent Image's VIP Web Consultant is responsible for providing support to any Agent Image VIP clients and/or potential VIP clients through various channels such as phone call, email and/or slack. A VIP Web Consultant is also responsible for handling VIP clients that purchase AgentPro, Semi-Custom, ImagineStudio and True Custom website products.

A VIP Web Consultant should be able to handle customer inquiries and requests in a timely manner, identify the problems and offer solutions and recommendations that will improve clients' websites. Additionally, a VIP Web Consultant must possess great interpersonal communication skills to better convey client requests to Agent Image's production team.

Job Responsibilities:

• Assist our clients through the website production process until their website is launched.
• Act as the bridge between our clients and the production team.
• Ensure the project remains within scope.
• Report the progress of projects to clients on a regular basis.
• Try to keep the project timeline within the approved schedule.
• Proactively make suggestions to clients on how to improve their online presence through industry best practices.
• Design the Homepage, Inner Pages, and Custom Requests in collaboration with the client
• Come up with not just aesthetically pleasing designs, but also designs that are functional and user friendly
• Must maintain excellent customer relationships.
• Assist in tracking web project issues and drive their resolution.
• Create project status reports and deliver status updates to clients and managers.
• Coordinate with our Los Angeles office by phone & email.
• Anticipate errors in the projects prior to clients calling customer support or sales.
• Successful launch of projects with little to no tweaks from Quality Assurance.
• Be proactive in reviewing the websites for possible issues and revisions.
• Constantly answer phone calls to support Agent Image VIP clients and provide quality customer service and web consultations.
• Properly document customer's request and issue related to any company product and services through different channels such as phone call, email and chat.
• Can identify issues, needs and requirements of customers and record it via case on company's internal management system and handle it in a timely manner.
• Ability to utilize any internal and external resources to provide resolution and/or suggestions to enhance a client's website.
• Setting client's expectations for turnaround time of services provided.
• Report or escalate issues to the production team and efficiently follow up on tasks to meet deadlines ensuring completion of due dates and cases.
• Establishes and maintains rapport with existing and potential clients to effectively promote product solutions based on client needs and budget.
• Must be well-organized, self-directed and able to multitask, understanding the importance of detailed professional-quality work.
• Meet the team metrics set by the Management
• Can adapt to sudden changes implemented by management.
• Share any information on how to handle unfamiliar or difficult customer concerns for the team's efficient performance.
• Customer service driven.
• Understands and follows company processes and policies.

Minimum Qualifications

Key Competencies:

• Good Communication Skills
• Proactive
• Team Player
• Resourceful
• Detail Oriented
• Adaptive
• Good comprehension and analytical skills
• Can work with minimal supervision
• Customer service driven

Requirements:

• Background in customer support with at least 1 year experience servicing customers in the U.S. / North America
• Excellent written and oral communication skills with at least a neutral North American accent, including the ability to explain and present technical information
• Ability to handle multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines
• Great analytical and innovative problem solving skills
• Can work on a night shift schedule and/or over time
• Salesforce experience is a plus
• Experience with website content management and any internet related products, such as web hosting, email hosting, email configuration and DNS host management is a strong plus
• Familiar with Real Estate terminologies and general information is a plus

Job Type: Full-time

Benefits:

• Health insurance
• Work from home

Application Question(s):

• What is your expected salary or salary range for the position you're applying for?

Work Location: Remote