Account Executive (Part-time to start)
We are looking for a leader, someone who can take us from average to excellent. This person should be great at communication, working with others, and helping customers.
The account executive will run customer service and coordinate web design projects. We want someone who provides value to our customers and is highly motivated to help our customers grow their business by being enthusiastic and following up quickly.
Hours of Operation
Check the support queue at least once in the morning between 9 and 11 am Eastern time then at least once in the afternoon between 1 and 3 pm. You will be paid for your time to complete any tickets that you pick up. Your time and the time purchased by the customer must match. If the customer has agreed to pay us by using the support form, then we will ask the customer to pay the exact hours it took you to complete the work.
The minimum time for the customer to complete a ticket is 1 hour. Customers that have made requests without using the support form will be asked to pay upfront. Your job is to estimate the task and request payment on our website from the customer. We have canned responses for to help you.
We encourage you to make suggestions to the customers on how they can improve their website or business in an encouraging and positive manner but not using scare tactics. At this time we cannot pay you to make these suggestions. However, this will increase the number of maintenance requests, giving you more hours to work. Also, if you are able to do this on a consistent basis, more than 60 days, we will be glad to increase your hourly rate.
We do have many services available for up-sale and will be identifying customers on a product by product basis then adding them to our automated marketing. This is also a way you can be helpful. Identify customers who’s website is slow, needs a design uplift, SEO, etc. then notify us by adding a “Private Note” so we can add them to the automated marketing system.
Use our canned responses, solutions, and a simple google search to answer questions and “How to’s” from the customer’s to minimize cost. Also, overcharging customers or taking too long to complete tasks in a timely manner is grounds for dismissal. If there is a complaint, a dispute about hours with a customer or quality of work you are asked re-assign the ticket immediately to the administrator. We want to work together on problems and crafting responses.
Payments and Bonuses
You will earn a minimum 1/2 hour per day for checking the customer service portal but you will get paid by your total hours per day in 1/4 hour increments.
As our business grows, I would like to offer you an opportunity to make more money as well. You will get a $20 bonus for every customer that you respond to, who leaves a social review (that has not already) on Facebook or Google+. We have canned responses that you may use to make your work faster and consistent. You will get a $5 bonus for every ticket completed on a weekend or national U.S. holiday.
You will either be assigned a maintenance ticket requested by the customer manually or automatically. Our support queue dispatch’r can automatically assign you a ticket if the customer has used our support form and agreed to pay us for services, do it immediately.
We do have a night shift. Any tickets not picked up or completed during the day will be re-assigned at night. If you start a ticket and the customer has changes then you will be expected to finish by making the changes/adjustments requested.
 set the ticket status
 assign to ticket group and agent
 unsubscribe from newsletters
 edit ticket subject
 schedule appointments
 use canned responses and solutions when possible
 manage automation for spam and legitimate emails
 work with web designers to update websites
 work with customers to build their website