Job Description

EOS: REAL. SIMPLE. RESULTS.

EOS®, the Entrepreneurial Operating System, is a complete set of simple concepts and practical tools that has helped thousands of entrepreneurs get what they want from their businesses. Purely implementing EOS helps the people who own and run entrepreneurial companies run better businesses and lead their ideal lives.

THE ROLE- IMPLEMENTER SUPPORT MANAGEMENT

This full-time position is accountable for supporting the organization’s franchisee community. “Success” is defined as the delivery of a consistently high-quality “customer” experience to our customers and ensuring they have the support they need to be successful utilizing our tools.

The successful candidate will demonstrate that they are genuinely excited to help customers. They will assist customers with inquiries, requests, and/or problems in a friendly, respectful, courteous, and professional manner. The Implementer Support Management position  will provide and strengthen customer relationships, driving overall customer satisfaction and retention. Candidate is confident at troubleshooting issues and investigating further if they don’t have enough information to resolve a customer inquiry. The ideal candidate will have proven experience working in a customer service role with the ability to troubleshoot and deliver high quality training and tutorials.

The ability to work effectively with others is critical, as collaboration with EOS personnel, Professional EOS Implementers, and end user customers is required. The goal is to deliver an excellent customer service experience, responding efficiently to customer inquiries, maintaining, and promoting high customer satisfaction.

Will report directly to EOS Worldwide’s Customer Service Manager.

JOB DUTIES & RESPONSIBILITIES:

• Deliver great end-to-end customer service across all touchpoints in the customer journey, specifically as it relates to Franchisee tools and website.
• Responsible for project management over Franchisee tools, training, and logistics
• Handling, solving, and responding to member and customer issues & questions
• Identify and assess customers’ needs to help customers achieve success
• Respond and resolve customer general and technical requests in a timely manner
• Update and management of Franchisee Operations Manual
• Maintain CRM and Practice Management database 
• Team Management
• Maintain accuracy of public and membership website 
• Collaborate across all business functions to serve customer needs
• Maintain accurate records and document customer service activities and discussions
• Gain feedback and proactively plan for future needs and tools
• Proactive problem-solver and team player that will troubleshoot and drill down to the root cause of an issue
• Keep current with industry trends and utilize knowledge gained to best serve the customer
• Follow Customer Service communication procedures, policies, and standards
• Meet personal and Customer Service team targets and measurables
• Flexibility in working different shifts to support both domestic and international stakeholders in multiple time zones
• Other duties, as assigned

SKILLS & QUALIFICATIONS:

• Must share EOS Worldwide’s Vision and Core Values
• Bachelor’s Degree required
• Excellent professional interpersonal skills – in person, via video conference, and by phone 1
• 1 year or more project management experience required
• 3 years or more customer service experience required
• E-commerce and Website Management
• Strong verbal and written communication skills required
• Obsesses about serving stakeholders well; exhibits exceedingly high-quality standards  
• Takes initiative to propose solutions & improve processes
• Technologically proficient in Software
• Experience with Case Management applications

ADDITIONAL PREFERRED QUALIFICATIONS:

• Experience in Intercom or other customer service software is a plus
• Experience in a remote work environment
• Fluency in additional languages is a plus
• International Customer Service Experience
• Salesforce Experience
• Experience working in a company running on EOS is a plus

LOCATION: Work from home position with limited/occasional work travel

COMPENSATOIN:  $60,000- $65,000 base salary commensurate with experience, plus the potential for a performance-based bonus in addition to health benefits, 401k match, life insurance, flex-time, Flexible PTO and more

JOB TYPE:  Full-time

EEOC STATEMENT:  EOS Worldwide is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.