Job Summary
NOTE FROM THE EMPLOYER: Hiring for this position has been closed, thank you for all your responses!
Do you love delighting people?
Ever frustrated by the lack of care provided by some customer service arrangements?
We have a great product for helping our clients increase productivity and eliminate the headaches of booking appointments. We are growing rapidly and now need someone to take over responding to customer tickets and delighting our customers.
The role
You will be the person existing customers contact when they email us. Your job will be to provide them with an amazing customer experience, either by responding personally to their requirements, or putting them in contact with someone who can.
You will need to answer between 100 and 140 tickets a week, make sure they are all replied to within 4 business hours; this should take you between 20 and 40 hours per week. You will occasionally need to speak to a customer on the phone, but we have another member of the team who does this, so you will mainly liaise with him and cover when he is away.
Preferred hours will be Central Time though there is some flexibility as long as you meet your goals. We have a fair percentage of clients who are not based in the US, so some tickets arrive out of standard working hours. We don’t expect you to do work out of normal hours to answer these within 4 hours, however, if you want to, that would be fine.
You will also build up the documentation on resolving customer issues and document what we already do, improving it where you can. Ideally you will create “walk through” videos (no picture of you, just screenshots and slides with your voice) and produce other materials to make it easier to educate customers.
About You
• You love making people happy.
• You are great at helping people.
• You ensure you understand a customer’s requirements before deciding on a course of action.
• You enjoy identifying what they really need and sorting out their problems in the minimum of time with the minimum of fuss.
• You take the initiative when something needs doing.
• You use existing procedures that are fit for purpose and get commitment to work round them when a customer’s needs require it.
• You are good at empathizing with customers and avoid becoming defensive.
• You know that all team members have a valuable contribution to make in delighting customers.
• You enact the principle that the customer isn’t necessarily always right, but they are always the customer and that their delight is your goal.
The software is an appointment automation application with a bunch of advanced features and our customer base is growing very rapidly, so now we need the customer support to enable us to do that.
We are based in Austin, Texas, but you can work from home. We are flexible about hours as long as you meet your goals.
If you fit in well you will be able to grow with the company.
Benefits
• 10 Days Paid Time Off
• Various Healthcare Participation Options
• Quarterly Bonus Opportunities for Meeting Performance Objectives
Salary - $13 to $18 / hr depending on experience and skill
POSITION NOTE: Please login to view the company information and application instructions
