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Senior Support and Solutions Specialist

Legacy.com is the place where life stories live on. We are the global leader in online memorial tributes; a top-50 website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. Uniquely open to profound messaging at this focused moment, users respond by sharing memories, purchasing gifts, finding event information, and making plans. Legacy delivers its community-targeted content daily via 1,500 local news media partners.  We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life. Our vision is to become a full-service end-of-life and memorialization resource.
 

Over the years we have created an award-winning customer and client support team.  If helping to solve problems, create value, and think creatively are a part of your repertoire – we want you!

We value individuals who take their work seriously, but value time away to spend with family, friends, and communities.  

See our new Chicago HQ:https://www.builtinchicago.org/2019/06/06/legacycom-new-chicago-office

 

The Position

As a Senior Support and Solutions Specialist, you’ll be working collaboratively in a close, supportive environment that is receptive to new ideas. Our Support team is made up of successful and genuine people who demonstrate compassion daily. Legacy.com is a market leader, looking to expand our client and end-user support teams. Successful candidates will demonstrate strong attention to detail, excellent written communication skills, compassion, and good active listening skills. A high degree of competency using the Internet, Windows, and familiarity with support tools (CRM, chat, phone, email) should also be in your wheelhouse. You should excel at working independently, as well as within a team.

For more information about our Customer Service team visit:  https://www.youtube.com/watch?v=F4t4YcA_oUk

 

Shift

Monday-Friday 10 am – 6:30 pm

 

Responsibilities

  • Quickly assess customer and client needs to offer solutions
  • Communicate with customers and clients via email, chat, and phone to help resolve issues, and provide explanations of website features
  • Explain products and services in a kind and respectful manner, demonstrating knowledge of company product lines, services, and policies
  • Troubleshoot, follow-through and solve technical issues related to affiliate websites across all Legacy.com product lines, or escalate as appropriate
  • Employ critical thinking and good judgment when alternate solutions or escalation to other teams is appropriate
  • Master and retain information about new product launches and updates to the site
  • Collaborate and build partnerships cross-departmentally
  • Other duties as assigned

 

Desired Skills & Experience

  • Minimum of 3 years experience in Customer Service or related field
  • Decisiveness, sensitivity, and good judgment
  • Empathetic and service-oriented mindset
  • High degree of competency with the Internet, Windows, MS Office
  • Experience with Salesforce and/or Jira a plus
  • Experience with call center software including chat
  • Excellent verbal and written communication skills
  • Excellent critical thinking skills
  • Excellent active listening skills
  • Strong multi-tasking skills
  • Strong attention to detail
  • Reliability

 

Benefits

Legacy.com offers a very generous and comprehensive benefits package, including:

  • Medical, Dental, and Vision Insurance
  • Generous Paid Time Off
  • 401k plan with discretionary employer match
  • Parking/Transit Flex Spending
  • RTA and CTA pre-tax payroll deductions
  • Catered lunch provided 2x per week, breakfast 1x a week
  • Employee Assistance Program
  • Casual dress every day
  • Daily, company-provided coffee, tea, soda, and snacks
  • Friendly, team-oriented, open environment
  • Located within a few blocks of CTA, Ogilvie, and Union Station
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