Customer Experience Specialist full time

Wells Media Group Remote job Dec 16

Customer Experience Specialist (Academy of Insurance)

Wells Media Group is a business media company specializing in the property casualty insurance industry. We publish print magazines, news websites and email newsletters read by hundreds of thousands of insurance professionals. Our websites are the top trafficked information destinations for professionals in the property casualty industry.

We are seeking a Customer Experience Specialist to help us grow the Academy of Insurance.

The Academy of Insurance is our brand for providing training and educational experiences to insurance professionals, primarily thru webinars and online courses and our Learning Management System.

We're looking for someone who is excited about helping us to grow our membership by helping customers find more value in our services. You will also help coordinate our new conference.

Here’s what you will be doing:

  • Respond and solve customer requests via email, phone and live chat
  • Manage subscription and storefront orders
  • Manage product catalog
  • Coordinate and moderate weekly webinars, help the instructor prepare and setup
  • Be an expert at our platform
  • Teach new and existing customers how to use our platform, demo to prospective customers
  • Collaborate and coordinate with other departments to answer customer requests
  • Help grow subscription revenues and memberships
  • Help implement marketing efforts
  • Identify and share trends that others should be made aware of
  • Communicate new platform features and upcoming courses to existing customers
  • Write, manage, optimize email sequences
  • Follow up with new signups
  • Onboard new customers to increase use and help them find success
  • Follow up past due, expired and cancelled subscriptions
  • Test new features
  • Help coordinate Wells Media's new Super Regional conference
  • Step in to help where needed

Here are the skills you’ll need

  • Ability to quickly assess and solve a customer’s problem
  • Positive attitude toward customers, the team, and the challenges that you will face
  • Willingness to continually learn
  • Self-starter, able to work independently in a remote setting
  • Able to collaborate on and manage projects with a virtual team
  • Ability to reach out to customers with specific offers and upsells
  • Ability to manage your own projects and calendar

Here are the skills that will put you above the rest

  • Understanding of basic insurance terms and concepts
  • Experience with news/magazine media
  • Confidence in your ability to use new software with little or no training
  • Willingness to experiment with current and future products and processes
  • Familiarity with CRM tools and Gotomeeting
  • Ability to learn to use our custom LMS and other cloud based services
  • Ability to work with event planning teams to coordinate live events

What’s in it for you?

  • Competitive base pay
  • Medical, vision, and dental insurance plans
  • 401k and profit sharing program
  • Freedom of remote work (or if you prefer, you can work in the home office in San Diego, CA)
  • Casual work atmosphere with people who like to get things done
Full-time (40 hrs/wk)
Negotiable rate
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