Subscription Specialist

Houzz

1d•Remote

About The Position

To be eligible for this position, you must be a permanent resident in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA. Houzz is looking for talented Subscription Specialists to join our team. As a Subscription Specialist, you will be a part of our teams that support Houzz Professionals from across the U.S and Canada. These home professionals have invested into our business software or marketing solutions. Your job is to deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and ultimately retain their business. To be successful in this role, you are expected to have a persuasive attitude, phenomenal customer relationship skills, and the ability to defend the value of our program by finding solutions in the most complex of situations. You need to be comfortable handling highly escalated situations and pivot cancellation concerns into an opportunity to engage clients in a meaningful way. The ideal candidate has a pleasant, business oriented personality, is a hard worker and very tech savvy. You must put a high value on customer service while being able to defend a SaaS based solution. You thrive in a fun and competitive, yet team oriented environment.

Requirements

At least 1 year of working with SMB to mitigate cancellations and retain clients
Minimum of 1 year experience managing high volume queue based work with attention to detail
Strong background handling a high volume of requests through phone and email

Nice To Haves

Tech-savviness- able to troubleshoot when complications arise
Organizational Skills- able to work efficiently through a high volume of requests in a fast-paced environment
Tenacity to exceed monthly objectives
Excellent written and verbal communication skills
Team oriented mindset
High achievement in previous role
Excellent references from managers to whom you have reported to
Ability to work effectively in a fast paced environment
Detail and task oriented

Responsibilities

Assist with resolving escalated customer inquiries related to a customer’s subscription and ultimately retain their business
Be autonomous to present appropriate save offers while defending the value of Houzz Pro
Thoughtfully defend the program when concerns arise and collect payment for accounts assigned to you that are actively in payment decline
Responsible for manually renewing subscriptions that have been identified as “Do Not Auto Renew”
Communicate clearly to various stakeholders, and provide key updates and findings as high-priority escalations unfold
Clearly articulate the value of migrating users to our Custom plan and referring them to them the appropriate team
Provide superior customer service, contribute to a positive work environment, and embody the Houzz culture
Ad Hoc responsibilities as required