Customer Service Specialist

Does this sound like you?

The Customer Service Specialist will join our learning team in the Fire & Rescue Group and plays an essential role in our overall client success. The position is on the front line of communications with both customers and prospects who call our 800 number and submit tickets for information. This role will also become a product expert, assisting our team of Customer Success Managers in the creation and configuration of new accounts in our learning management system (LMS).

To be successful, the candidate will have a customer-first mantra, helping solve technical problems and ensuring the tasks that need to be completed for new clients to launch smoothly are executed in a timely manner.

Key Responsibilities:

• Assist with incoming calls from new and existing clients
• Handle customer inquiries and issues in a timely manner
• Act as a resource for new customers general questions
• Support the implementation process, including creation and configuration of new client accounts in our LMS (as well as review any automated account configurations for accuracy).
• Meet performance objectives and KPI’s for customer support service level agreements (SLA’s)
• Assist in creating and updating training materials (FAQs, tutorials, or guides) for internal and external use
• Leverage tools like Salesforce to track critical steps in the implementation process with key contacts for clients and document any necessary deliverables or action items
• Recommend ways to improve processes to better serve internal teams and clients alike
• When necessary, travel onsite to assigned events to engage with existing clients

Qualifications:

• 2-4 years of experience in customer service or business development function
• Bachelor's Degree in Business or Marketing preferred
• Experience working directly with clients or in a former customer service role
• Experience working in the fire industry is a plus
• Ability to work independently
• Demonstrate strong organizational, decision making and analytical skills
• Ability to work well in a fast-paced environment
• Ability to manage high-volume interaction by phone and email
• Exceptional verbal communication and interpersonal relations skills
• Proficient in technology - using computers, web browser, outlook excel and the ability to learn new programs quickly
• Willingness to work additional hours outside of the established work hours when needed (i.e., for sales demos or at events/conferences)

Who is Clarion?

Clarion Events North America, which is the US division of Clarion Events UK, and backed by The Blackstone Group has become one of the fastest-growing event companies in the United States, with aggressive growth through both acquisition and launch. We excel in managing and producing trade and consumer events across the United States in 12 diverse sectors such as pop culture (anime), energy, technology, and fire and rescue.

What’s in it for me?

• Competitive Base Salary
• 100% Remote Position
• Generous PTO & Company-paid Holidays: this includes a day off for your birthday every year, and in 2024 our employees will receive the entire week of July 4th AND the entire last week of the year off.
• A full benefits package, including medical, dental, vision, voluntary life insurance, HSA (plus employer contrition), and FSA.
• Basic life, long-term disability & short-term disability are covered at 100%.
• 401(k) Plan with employer match.
• Opportunity to travel across the country to attend our shows and meet people from a multitude of different industries.

What’s it like working here?

We strive to provide a culture of transparency, support, and collaboration through clear communication of ideas, processes, and goals. From the top down, we promote:

• Work life balance – we are flexible with you to allow you to be at your best on the job
• Leading by example and taking full responsibility for ideas, actions and problem solving
• Ensuring our employees have all the necessary tools to effectively perform their job
• Constantly identifying training needs to grow and develop our employees
• Failing forward faster – try new things, fail & learn, repeat!

Equal Employment

Clarion Events provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, veteran status, disability, or genetics. In addition to federal law requirements, Clarion Events complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has offices. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.