The Service Agent is responsible for managing inbound touches from each specific Earthworks customer segment via all multichannel platforms. Touches can include sales questions, process questions, or repair questions. Platforms include live chat, social inquiries, phones, email, and text. The Service Agent must have exemplary customer service management skills while being adept at multitasking and problem solving. Service Agent must be able to type over 50 WPM and must be familiar with macros, shortcuts, and text expanding principles. Service Agent must be able to advocate for the customer’s needs and to be able to route the customer to the most appropriate channel / partner if they cannot solve the issue directly.
Earthworks does not sell direct to consumer so the role of Service Agent fills the traditional inbound sales role. Additional responsibilities include being able to work with and to communicate needs to the marketing department as well as being able to interface with and to pass leads over to top resellers.