Affiliate Services Support Specialist

Location: Cochituate

Purpose The Affiliate Service Support Specialist provides backup assistance to our Affiliate Services team, helping ensure iPROMOTEu’s customers (Affiliates) receive consistent, high-quality service across all channels. Success in this role calls for excellent communication and customer service skills, strong time management, and the ability to stay calm and effective in a high-paced environment while collaborating across departments on behalf of Affiliates.

Responsibilities Act as primary source of backup for our Elite Group of Affiliate Services Specialists.

This includes:

Rendering Elite Services for top producing Affiliates (product research, product mock ups, out of office back up coverage (top 100 only).Assisting with call and ticket overflow to avoid service disruptions.

Run reporting to analyze metrics and recognize customer achievements.

Assist with team coverage when other Affiliate Services Specialists are out of office.

Ability to be a team player and work across departments to achieve quick results on behalf of our Affiliates.

Provide professional, polite, and courteous customer service to Affiliates, especially our priority Affiliates.

Utilize ticketing software to route and categorize calls, email, chats and manage detailed notes.

Have ability to walk an affiliate through a basic order in iSUITE with little issues

Handle ticket volume across multiple channels of communication (email, chat, and phone).Qualifications External:

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Ability to prioritize and multi-task.

Strong time management skills.

Ability to function well in a high-paced and at times stressful environment.

Team player who is available to go the extra mile when necessary.

Branded merchandise industry experience a plus but not a must Internal:

Must have worked at least 12 months and has received a minimum of satisfactory on performance review.

Strong understanding of iPROMOTEu policies and procedures.

Basic knowledge of Xebra and iSUITE preferred.

Excellent communication, problem solving, listening and interpersonal skills.

Demonstrates patience with Affiliate problems and complaints while remaining courteous and polite to their concerns.

Intermediate computer skills.

Have a positive attitude, team ethic and eagerness to learn.

Education/Experience HS degree or equivalent

College degree

Knowledge/Skills/Abilities/Competencies Basic knowledge of MS Office (Excel, Word, PowerPoint, Teams)
Branded Merchandise industry knowledge preferred but not required

Adobe PDF Editor and Illustrator a plus Working Conditions (Unless Remote)
Office environment

Normal operation hours are from 10:30 a.m. EST to 7:30 p.m. EST.Mandatory Office Days:
All employees must report to the office on Tuesday and Wednesday each week.

Third Workday:
The third office day will be determined by your department’s needs and your individual schedule, based on team coverage requirements on either Monday or Thursday.

Fridays:
Office will be closed on Fridays and is designated work from home day.

Please note that this job description is not designed to cover or contain a comprehensive listing of functions or responsibilities that are required of the employee for this job. Functions and responsibilities may change at any time with or without notice.
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