CUSTOMER SERVICE ASSOCIATES - MARIN COUNTY
CUSTOMER SERVICE ASSOCIATES – MARIN COUNTY
Position: Customer Service Associate
Shifts Available: Early Morning, Days, Nights (ending 10:00PM)
Hourly Wage: $17.00 Per Hour
About Our Client
Our client is a U.S.-based technology company whose online app provides a fast, easy, friendly service across the United States to millions of customers. We perform Customer Support for this client. The individuals we are seeking must be enthusiastic, intelligent, experienced customer care professionals who can quickly determine a customer’s concerns and use their skills and extensive product knowledge (a high quality training program is provided) to provide quick and thorough assistance. This company doesn’t stop at just customer care. Our client’s goal is to offer a first class support experience.
Our Working Environment & Culture
Our new office is planned to be an open floor space in the North Bay (Marin County). We are a hard working team that enjoys camaraderie during work as well as at happy hour and during team bonding events.
Who Are We Looking For?
A successful candidate will be friendly, intelligent, customer-centric, someone who is comfortable supporting a popular mobile app with a bunch of online friendly customers. This position requires phone, text, chat, and email support. Good writing and verbal skills are essential. The shifts will include either a Saturday or Sunday, so the ability to work at least one of those days is necessary. We use Zendesk, so having that skill is a huge plus!
What Would Be My Responsibilities?
--Providing friendly, personable, accurate, and timely support to our customers (via telephone, email, chat, text) using Zendesk to resolve customer orders, concerns, and account issues
--Maintaining a high level of professionalism and a positive rapport with customers and internal team members
--Completing the proper research to ensure we are providing the most accurate information, and then fully update issues, responses, and customer information in required systems (during and after customer contact)
--Yearn to Learn: Take responsibility for reading bulletins, attending company meetings, staying updated on product knowledge, and being informed about all changes in program policy
--Be the “Voice of the Customer” by returning information provided by the customer back to our client's product team
--Be a brand advocate who creates more brand advocates by offering friendly, smart, problem-solving assistance, and turning customer questions and interactions into opportunities to create brand loyalty
--Remain mindful and productive by meeting Service Level Requirements, CSAT percentages, and QA scores
--Be a Collaborator with other departments by escalating customer and technical issues with appropriate urgency
How Will You Know If You’re the Right Fit?
--Good Attention Skills: Able to listen or read without being distracted by surroundings or personal matters
--Being open to feedback and positive learning opportunities
--Detail Oriented & Accurate: You are attentive to detail, and that attention to detail ensures that you are well-informed when responding to customers
--Considerate: You see both sides of a problem, understanding the customer's predicament and making an effort to understand the customer's specific needs
--Self-motivated, professional, helpful, confident, pleasant
--Consistent: An effective associate will consistently maintain a friendly and professional attitude, regardless of the customer’s attitude, the time of day, or personal matters
--You believe you can make things better: With respect and courtesy you demonstrate knowledge and can help refine processes to ensure they are efficient, and that the best path is used for the customer
--Friends, Family, Professors, Past Employers describe you as goal-driven, persistent, a quick thinker, self-motivated, always professional, and enjoy being helpful
--You enjoy your personal space at work, but also enjoy the camaraderie of co-workers and leaders who are part of an action-oriented and diverse team
--Life-long Learner: You yearn to learn via many different formats and contexts
--Confident: Your self-assuredness allows you to undertake problem-solving activities to find the right answers for customers
A few requirements that will make you successful in this role:
--Must be 21 years of age or older (don’t worry, it’s a family friendly app)
--An Associates Degree in a business-related field is preferred, or a strong work history in customer interactions
--Must understand and use Windows or Macintosh operating systems
--Fast Texting and Typing
--Prior Customer Care skills & experience
--At least one verifiable company reference from within California or Nevada
--Experience with contact center support elements, including CRM systems, Email, Texting, Chat, Social Media (Instagram, Twitter, Facebook, Slack, Salesforce, Zendesk, etc.)
--Excellent verbal and written English communication skills
--Friendly and confident on the telephone
--Able to craft professional email responses
--Highly motivated self-starter who can manage work autonomously, has exceptional organization abilities, with solid decision-making and problem-solving skills
--Following our training, and a brief period of “nesting,” we expect you to be proficient in product knowledge as well as all core support functions
--Must be dependable in your work schedule: Shift assignments provide coverage over early mornings, days, nights, all holidays, and weekends
Full Medical, Dental, Vision, Life insurance
Vacation (during 1st year of employment), Holiday Pay
Fast growth company with opportunities for development and promotion