At SMS Assist, our Affiliates are the lifeblood of our organization. The Affiliate Support Team is designed to provide a funnel for any kind of question or concern that is asked of SMS Assist. This team would be the expert for everything and anything Affiliate related. Think of it like an internal call center for any Affiliate with a concierge approach to service. This representative would be able to answer a variety of questions as they pertain to our proprietary online platform and our Mobile Application.  These representatives would also coordinate with Operations to meet any client specific needs and clarify the work that needs to be done on any work order. Finally, these agents would supply support to our Affiliates virtually via email and, eventually, online chat.

 What is SMS Assist?

 Good question. To keep it simple: we connect businesses (retailers, restaurants, commercial) & residential properties with the best maintenance providers (plumbers, HVAC repairers, floor care, rehab construction, etc.) in their area through our state of the art technology. Without us, retailers cannot open their doors and our maintenance providers would not be able to grow their businesses.

 Job Classification

• This is a full time non-exempt position
• The schedule for this position is Monday- Friday 8:00 AM-5:00 PM

 Core Responsibilities

• Act as a first point of contact to provide rapid response to Affiliates who are end users of our proprietary technology platform, One by SMS Assist.
• This role would work closely with Sourcing to ensure that all onboarded Affiliates know next steps.
• Provide resolution to routine, general problems submitted by our Affiliate network.
• Provide support to our Operations Teams for Affiliates who have questions or concerns about anything related to the overall Affiliate experience.
• Troubleshoot various computer, mobile device and Portal issues
• Guide and clarify main points for our Affiliates for both basic and more advanced processes: ex: how to accept and schedule work orders, how to handle work orders in missed status, how to submit quotes and invoices, etc.
• Assist our Affiliate network in real time when an escalated issue arises.
• Support identification and development of current and new vendors
• Utilize internal resources to research main points about a work order and provide self-guided solutions to all Affiliates to prevent future calls.
• Work closely with all Operational laterals to ensure that there is a coherent solution to all Affiliate problems
• Work closely with the Billing team to ensure that all Affiliate payment questions are answered accurately and to the satisfaction of the Affiliate.
• Collaborate with the Affiliate Training Team to ensure that our Affiliates are appropriately supported with resources and learning materials as they grow.
• Respond to Affiliate Support requests from our Operations Team
• Manage the Affiliate Support inbox

Education and Experience

• Bachelor’s degree and/or 1-2 years of professional training/adult learning experience is a plus
• Good presence over the phone, email or chat
• The ability to collaborate across multiple business units.
• Unique passion for service and the desire to get to the bottom of the issues in a timely fashion
• Ability to learn and understand the ins and outs of our proprietary system and to be able to know even the most arcane aspects of the Affiliate Portal
• Computer Skills: Intermediate proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred
• Traits: attention to detail, ability to work under pressure

Additional Requirements

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

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.