THE FULL MISSION
FULL Creative’s mission is to change how the world works. Ideas are not bound by place or time, and their implementation shouldn’t be either. We are building toward a future when people can contribute free from limitations. We see the potential for a more inclusive, more competitive model where outputs trump inputs.
We believe people should be able to work and learn together whether they’re across the table or across the world from each other. In an office tower conference room, on a commuter train, or in a sidewalk cafe, we empower people to communicate, collaborate, and produce. We don’t just want to change the world, we want to improve it through solutions that scale, empower and disrupt our expectations.
As the Lead Client Experience Associate, (Lead CX Associate), you will lead a remote team of answering-service professionals, up to 30 people. You will not only set a strong example of what a CX Associate should be, you will guide your teammates in reaching their FULL potential as CX Associates. This means being aware of the performance of your team, offering inspiration and advice when needed, and stepping in when problems in your department arise to help them discover solutions.
Just as we work to retain high-quality accounts, we want to retain high-quality team members. In addition to fulfilling all the responsibilities of a CX Associate, you’re in charge of ensuring your teammates meet (and hopefully, exceed) our standards. This means you’ll be monitoring their daily performance and attendance, managing their schedules, ensuring they maintain company policies, and assisting with any call handling or account issues. If any of your teammates appear to be falling behind, you’ll actively provide support and, if necessary, follow through with corrective action.
As a senior contact with customers, the Lead CX Associate will be responsible for providing superior customer service showcasing excellent phone skills and displaying accuracy in relaying necessary information to the appropriate parties. The Lead CX Associate is expected to be knowledgeable of FULL Creative operations and function with considerable independence providing equally superior assistance to customers and staff alike. A Lead CX Associate typically works a 40-hour work week, including evening and night hours and at least one weekend day. You may also be required to work extra or odd hours if special circumstances arise.
You should be compassionate about people and have outstanding speaking and listening skills (including public speaking) and exceptional customer service skills (efficiency, friendliness, and a positive attitude). You should be highly organized and accurate, and able to prioritize, multi-task, analyze customer accounts, and manage multiple projects and employees in a fast-paced environment. This position requires you to operate phones and computers for the vast majority of the workday. You must be able to navigate a computer-based phone system and all necessary computer applications, with a working knowledge of advanced functions.
You must be able to understand and comply with oral and written instructions, and effectively relay those instructions to other employees. One to two years of prior supervisory experience is desired.
- You should have a high-speed Internet connection, such as Cable/Fios. By high-speed, we mean a download speed of at least 3 Mbps and an upload speed of at least 1.5 Mbps. DSL is allowed, just not DSL Satellite. Your computer must be hardwired to your Internet connection (so no wireless, satellite, or Air Card Internet) and start up in less than three minutes.
- The nuts and bolts: working speakers, screen resolution of at least 1280×800, 2.0 GHz processor (or higher), 4GB or more of system memory (RAM), 64 bit OS (or higher), Windows 7, Windows 8, Windows 10, or some Mac Operating Systems, and a Webcam is required.