Job Description

COMPANY OVERVIEW

FOREVER is driven by the belief that family stories should never be lost, and families should be able to connect and share in trustworthy, secure, and long-lasting ways. FOREVER is a complete memory keeping platform, providing users with a suite of applications for web, desktop, and mobile to help families save, organize, and share their most cherished stories. FOREVER offers guaranteed cloud storage for preserving and sharing photos, videos, and documents, online and desktop software tools for creating scrapbooks and custom print products, and media digitization and conversion services. Our products are supported by a network of affiliate sales professionals (Ambassadors) who connect clients to the products and tools they need to celebrate their memories.

JOB OVERVIEW

As an agent on the Forever Client Care Team, you will be assisting our clients by answering general questions about our products and services. You will also act as tier I support when our clients experience technical issues.

WHAT YOU WILL DO:

• Provide excellent client support via phone, email, live chat while maintaining a friendly and professional attitude.
• Resolve client’s inquiries regarding products and services in a timely manner.
• Maintain detailed documentation of your interactions with clients (knowledge of Zendesk or similar software preferred).
• Demonstrate superior knowledge of all products and services related to FOREVER’s complete memory keeping platform.
• Go above and beyond for our clients in order to maintain a high level of client satisfaction.
• Work collaboratively in a team environment across all departments.
• Conduct usability testing for mobile, web, and desktop applications.

WHAT YOU WILL BRING:

• 1-2 years of experience in a client facing position via phone, email, chat, or social media.
• Proficient use of technology, including computers and smart phones. Agents will need to help our clients use the FOREVER application, download, and use our mobile apps (Android and iOS), download, and use our desktop apps (FOREVER Artisan® and Historian™), and navigate our marketing site to find and apply current promotions.
• A positive and empathetic attitude.
• Strong verbal and written communications skills.
• A willingness to go above and beyond for our clients and for our broader FOREVER client care team.
• The ability to adapt to change and work in a fast-paced environment.
• Excellent organization skills.
• A strong ability to multitask and manage multiple client requests simultaneously.

WHEN YOU WILL WORK:

• A rotating schedule that includes evenings and weekends.

WHAT FOREVER WILL BRING:

• Competitive Salary: $13 - $15 per hour depending on your experience
• Paid Training
• Paid Time Off
• Equity Incentive Plan
• Remote Working Opportunities
• Very Competitive Benefits Package
• SIMPLE-IRA Retirement Plan
• Generous Bonus Program

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