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Customer Care Manager @ David Bayer

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Description

They say you can’t change the world. Well, they were wrong . . . we actually are

They say you can’t change the world. Well, they were wrong . . . we actually are.

3 years ago David and his wife Carol set out on a world-changing mission, to end all human suffering.

David is one of the world’s foremost leading experts on mindset and business strategy, and Carol is a seasoned operational executive with a background in engineering and has become one of the leading experts on marketing and systems automation. Together they’ve created one of the fastest-growing brands and businesses in the personal and business development industry.

In just a few short years, Inc named our annual event, The Powerful Living Experience Live, “A Top 3 Must-Attend Personal Development Event For Entrepreneurs” (along with Tony Robbins’ Date With Destiny) and David was recently named by both Inc and Success Magazine as “a leading expert on the next evolution of mindset.”

 

Mission of this Position

As the Customer Care Manager, you will be leading the front line of our business playing the primary role in the delivery of our online and coaching programs. This is a hands-on, roll up your sleeves role where you will support our clients as well as lead our customer support team. We have more interest in our programs than we can handle, and you will be a key link in connecting our clients to the programs and events that will best meet their needs. Your detail-oriented nature and troubleshooting skills (technical aptitude a big plus) will help us deliver world-class customer service when things don’t work just right. You will also be working with our digital marketing team to ensure that systems are running smoothly and that the customer care team has what they need to be successful. If you are not comfortable with this, this may not be the right fit for you.

Our number one priority is to make sure our customers are treated like family. Their success is our obsession. To crush it in this role, you must be someone who is driven by making things happen with a high sense of excellence, priority, and care. You are passionate about providing stellar customer care, motivated by supporting others, and excited to learn new skills. You must enjoy being on the phone, interacting with our customers and community, troubleshooting systems and facilitating enrollment in additional services and programs.

You. Must. Love. People.

This is truly the foundation of our business. You must genuinely care about people and their success. Because we do. And if you don’t, our customers will know.

The opportunity is amazing. The interview process will be difficult. We have a kickass team, and we mean to keep it that way because this team is the #1 reason we are going to impact millions of lives. Believe it.

 

What you’ll be doing:

  • Work remotely from home.
  • Start by learning and working in the customer care representative role until you understand the position and then move into the leadership position
  • Leadership responsibilities include:
    • Managing a team of customer care representatives and virtual assistants
    • Prioritizing workload shifts as business and customer needs change
    • Prioritizing work and initiatives for the week
    • Creating email auto-responses and templates for the team to use with customers
    • Taking escalated calls or requests and working to a resolution
    • Preparing and analyzing reports for process improvement
    • Proofread/QA written communications and program materials.
    • QA /Audit team work output for accuracy and timeliness
    • Monitor and facilitate progress on day to day tasks expected of the team.
    • Customer Care Representative responsibilities include:
    • Monitor/handle/report incoming/outgoing communication from existing clients and followers.
    • Monitor, process requests/questions, and interact as necessary in relevant DBB Facebook Group(s)
    • Monitor incoming requests from leads or customers considering joining one of our programs or events via email, phone, text, and live chat.
    • Assist our online program, 4-month and 12-month coaching clients on making sure they are taking advantage of all the services included in their programs.
    • Consistent follow up with clients to ensure they are attending the weekly group coaching calls with David and their coach, redeem their complimentary tickets to our live event.
    • Perform quality assurance calls to our clients to make sure they are on track and receiving all the support needed.
    • Onboard new clients into online courses, answer questions and assist moving them into redeeming tickets to our annual event.
    • Answer general questions about David Bayer’s programs, events, services and routing follow-ups to the right department.
    • Conduct surveys of client satisfaction after 20 days
    • Assist clients with their payments, and/or approved payment plan changes
    • Troubleshoot client-reported issues.
    • Build strong relationships with our cherished community members.
    • Connect with guests during our inspirational LIVE events! (once a year)
    • Support our clients in getting results from our training programs and adhering to their payment plans.
    • Thrice weekly follow up with clients behind on payments.
    • Complete work assignments for the week
    • Process relevant tasks aka “to-dos” using Infusionsoft platform dashboard metrics as the source of tasks
    • Update Coaching Logs to be in alignment with client activity status

 

You’ll love this opportunity if:

  • You are deeply passionate about making a powerfully positive difference in the world.
  • You are hungry to support the David Bayer Family with their mission.
  • You are comfortable being on the phone most of the day.
  • You are comfortable offering opportunities to enroll in additional services or programs.
  • You are a self-starter and take initiative. We don’t have time to micromanage. Seriously.
  • You love learning. And you learn lightning fast. Learning new skills and exploring new territories is the norm around here.
  • You must be detail-oriented - like open-heart surgery detail-oriented. We’re not kidding. This is key to our success.
  • You are a caring, empathetic communicator with the ability to hold strong boundaries.
  • You love people. Not sure if we covered that yet.
  • You are able to prioritize, multitask, and work independently.
  • You are structured, but understand you must be flexible in a quickly changing, early-phase company.
  • You take ownership of your work (did we mention we don’t have time to micromanage?).
  • You are motivated to get a lot done in a day - and checking off that to-do list brings great satisfaction.
  • You are positive with a “do whatever it takes” attitude.
  • You have a great sense of humor. We believe belly laughs are a daily “must”.
  • You are a proven problem-solver who is not afraid to dig in and find the answer.
  • You have excellent time management and organization skills
  • You follow processes that increase performance/results.

 

Experience

  • 3+ years of direct client care experience.
  • Experience managing or leading a team of 5 or more in a customer support environment.
  • Fluent in English – written and verbal.
  • You must have a strong technical aptitude (computer systems savvy) and be extremely focused on details and following processes.
  • You must thrive in a fast-paced, deadline-driven environment.
  • Proficient in Microsoft Word and Excel, Mac and PC platform, Outlook and Google Drive.
  • Knowledge of customer support ticket platform such as Fresh Desk, Scout, Zen Desk or similar platform is highly preferred.
  • Knowledgeable of Infusionsoft and Kajabi is highly preferred. You’ll be jumping right into these programs.

Required equipment:

  • You will need to have reliable, strong internet access, phone, and reliable computer and smartphone

 

A little about us

Like any awesome company, we offer great compensation, paid time off, insurance (medical/dental/vision/life/disability), and other fun perks like:

  • you get to work at home
  • we have fun company gatherings
  • you gain access to our programs
  • other fun stuff as we think of it

We are an inspired team, grateful that we get to do this for a living. We aim to do everything with world-class excellence. We work hard. We play hard. We hire passionate people who don’t have to be micromanaged. There is a growth opportunity. We set clear expectations and communicate often. We are honest and respectful. We are on a journey together. We are a team. We are changing the world one mindset at a time.

 

How to Apply:

If you’re fired up about what we are doing, then we want to hear from you.

Please complete the application below, including providing your resume, cover letter and a video introduction (details below).

Please make a video and answer the following questions. If you don't answer the questions and don't make a video you are automatically disqualified.

  • What do you love most about customer care?
  • Why are you interested in working with David Bayer Businesses?
  • What’s your current job and why are you looking for a different one?
  • Describe your experience in troubleshooting systems and handling escalated calls.
  • If you were tasked with sending a video greeting message to a new client who purchased our online program that comes with two complimentary tickets to our live event, what would you say to them in a 1-minute video message?

You MUST answer every question. We are not able to open attachments so you will need to post your video through YouTube, Vimeo or Loom and send the link. Please make sure you mark your video as “unlisted” so only we can view the video.

Please submit the video to talent@davidbayer.com.

The video must be no more than 4 minutes. Over 4 minutes disqualifies you from this opportunity.

Specific details

Location

United States, North America
Must be a permanent resident of one of the following States; Alabama, Colorado, Georgia, Indiana, Kentucky, New Mexico, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas and West Virginia.

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