Client Experience Specialist

 

This role is salary and is expected to take about 10-15 hours/week, flexible, and a work-from home role.

 

In the role of the Client Experience Specialist, you will be responsible for guiding clients through our process over the course of their wedding planning season.

 

You’ll serve as a liaison between our clients and our Planning and Creative Experts, and will serve as a client’s first source of contact. This role should seek to enhance the overall client experience with our company, and you will be responsible for building deliberate client relationships.

 

This role will be responsible for communicating with clients regarding upcoming next steps, introducing key members of our team, setting clear expectations, and ensuring excellent customer service and client satisfaction. We ask that you maintain very strong written and verbal communication skills, and are highly relational and warm with strong interpersonal skills and an ability to build rapport with clients. The ability to resolve problems independently and demonstrate ability to think critically is a must!

 

Remain being a self-starter, highly organized, and juggling many tasks at a time. Maintain your lovingly and enthusiastically service to all clients, regardless of race, religion, sexual orientation, gender expression, physical or mental ability.

 

Client Experience Specialist – Part-Time, Salary

Client Support, Customer Service, Account Management

Location: Remote work-from-home position, with potential for in person meetings or team events.  

Estimated number hours per week:  About 10-15 hours/week to start, ideally with flexibility to transition to full-time in the future if needed. Every three months this position will be re-evaluated. The re-evaluation will consist of a review of duties, responsibilities and salary.

 

Hours are flexible (you can set your own hours), but we do need someone who has available hours Monday – Friday, and hopefully can keep the same consistent hours each day.

Salary: $250/wk for part-time work

Reports to: Angel Everett, CEO

Responsibilities & Duties, including but not limited to:

  • Working directly with clients through email, and occasionally phone, as you guide them through our photography and videography planning process

  • Keeping clients updated on their upcoming next steps to successfully move through our process

  • Ensuring clients have completed all necessary paperwork and scheduled all necessary calls with our in-house experts as they approach their wedding date

  • Serving as a primary source of contact to answer general client questions

  • Collaborate with our corporate team to problem-solve if client issues arise, ensuring outstanding client service and support.

  • Soliciting client feedback and sharing with appropriate members of our corporate team

  • Quickly and efficiently coordinating solutions for client concerns with team members, while closely communicating with clients

  • Other duties as directed

Personals Strengths and Duties to Maintain:

  • Be a self-starter who feels comfortable working both independently and in team environments

  • Be excited about contributing to a quickly growing business

  • Feel energized by building authentic connection with clients

  • Have excellent written & verbal communication skills

  • Be able to react and respond to changing situations quickly, and can proactively anticipate client needs

  • Have a strong understanding of Gmail and Google Docs

  • Be able to quickly and easily build rapport with clients

  • Genuinely enjoy finding creative solutions to practical problems or challenges

  • Thrive on change and are comfortable initiating conversations around new ideas, processes, and systems

  • Love the idea of working on multiple projects at one time and can easily shift between projects and tasks

  • Be detail oriented, and are confident in your ability to “cross your t’s and dot your i’s”

Non-Discrimination: In all matters related to employee hiring or status – including but not limited to: advertising, recruitment, selection, employment, placement, compensation, benefits, upgrading, training, transfer, promotion, demotion, realignment, and termination – it is the policy of Union Lane Photography to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, sexual orientation, gender identity/expression, disability, veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws, unless such distinction is required by law.

Welcome Email

(Within One Day of Booking)

 

Subj: Your Wedding Season and Journey

 

Hi  ,

 

I just want to first thank you so much for your interest in our photography and/or videography services! We are so thankful and grateful that our paths have crossed and even more excited for you as you plan your special day! The start of a marriage is such an exciting time (and let’s be honest: it’s a lot of work to plan a big party!) Trust me, I know how much work goes into planning a wedding day!

 

Translating your wedding day vision can always be difficult and possibly even stressful. Fortunately, you've hired us to help you to communicate your vision to the world. We have raised the bar on ensuring each client of ours is getting a custom experience that is worth every penny spent.

 

After all, this is your wedding season and you'll certainly want to remember it the way it happened!

 

I would absolutely love the opportunity to speak to you and say "hello".

 

Please let me know if you’d like to schedule a phone chat!

 

Thank you so much,

​Lesleann 

Follow Up Call Email

(Within 2 Hours of Call)

 

Subj: Thanks for speaking with me (Client's Name)

 

Hi  ,

 

Thank you for speaking with me today. I enjoyed hearing about your wedding plans and preparation details. I am including my contact information below if you need anything further or if you have any questions at all. 

 

Translating your wedding day vision can always be difficult and possibly even stressful. Fortunately, you've hired us to help you to communicate your vision to the world.

 

We have raised the bar on ensuring each client of ours is getting a custom experience that is worth every penny spent.

After all, this is your wedding season and you'll certainly want to remember it the way it happened!

Thank you so much,

​Lesleann