JOIN HIBU, A LEADING DIGITAL MARKETING PROVIDER FOR SMALL TO MEDIUM-SIZED BUSINESSES ACROSS THE COUNTRY. NO DIGITAL MARKETING EXPERIENCE? THAT’S OK! WE ARE LOOKING FOR DRIVEN, PASSIONATE, CUSTOMER-FOCUSED INDIVIDUALS TO JOIN OUR DIGITAL PRODUCT SUPPORT (CUSTOMER SERVICE) TEAM, AND WE PROVIDE ALL THE TRAINING YOU NEED TO BE SUCCESSFUL! OVER 6 WEEKS OF BEST-IN-CLASS TRAINING, WE WILL PROVIDE YOU WITH THE TOOLS AND KNOWLEDGE TO FIND SUCCESS IN THIS POSITION. ADDITIONALLY, THIS IS JUST THE START! HIBU HAS A CLEARLY DEFINED CAREER PATH ALLOWING FOR CONTINUOUS GROWTH WITHIN THE ORGANIZATION, AND ELIGIBILITY FOR ADVANCEMENT BEGINS AFTER YOUR INITIAL 6 MONTHS!

What is Hibu (in 60 seconds): https://vimeo.com/366996342

COMPETENCIES / CRITICAL SKILLS:

• Knowledgeable in Photoshop and other editing tools
• Ability to effectively and professionally communicate both verbally and in writing
• Excellent customer service skills, specifically telephone experience
• Ability to multitask
• Ability to work independently
• Ability to accept change in a positive manner
• Exceptional organizational skills
• Detail-oriented

DO YOU LOVE TO SUPPORT SMALL BUSINESSES? DO YOU HAVE A PASSION FOR HELPING PEOPLE AND PROBLEM-SOLVING? ARE YOU FREQUENTLY TOLD HOW HELPFUL YOU ARE OR HOW CUSTOMER-FOCUSED YOU ARE?

If you answered yes to those questions, this role is for you!

PRIMARY RESPONSIBILITIES:

• Answer incoming calls and/or emails and gather the appropriate amount of information regarding the issue/concern.
• Provide support for the full suite of Hibu products: Websites, Listings, Reviews, Reputation, Search, Display, SEO, and Social.
• Helping customers make changes to their Digital Products as requested within the scope of the product definition. Must have a detailed understanding of applications and procedures in order to assess the nature of the call type in order to handle it appropriately.
• Research and diagnose technical issues and questions, utilizing available resources, software tools, and documentation.
• Post live support and modifications that include: billing questions, performance, and analytics, changes to the website or display/social ads, changes to various Campaigns (Key Word Change, Geo Change, etc.).
• Document and track customer questions along with resolution using Salesforce CRM.
• Perform appropriate follow-up with clients on outstanding concerns and Salesforce cases.
• Liaise with internal and/or external customers to resolve questions regarding modifications, explaining the scope of Hibu Digital Products where applicable.
• Interact with customers, sales reps, and other associates regarding Hibu Digital Products