REMOTE
Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform that enables us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including SoftBank, Sequoia, Atomico and GV (formerly Google Ventures). We have 750+ team members and tens of thousands of customers in 11 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!
At Clutter, we’re fortunate to be providing a consumer value proposition that people love and one that makes economic sense – a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we’re focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we’ll always be transparent with you and respectful of your time.
The opportunity:
The ultimate problem-solvers and adaptable to any situation, our Sr. Customer Experience Specialists are responsible for the customer’s journey and will manage sensitive and complex issues with poise and professionalism. We are looking for resilient problem-solvers to join this fast-paced, collaborative team that operates in a B2C call center environment. This is a fully remote, hourly position that may require overtime, depending on the needs of the business, and reports to the Customer Experience Supervisor.
What you get:
$22.00 per hour starting pay
Schedules – Five 8.5 hour (.5 unpaid lunch) shifts per week . Shift start times vary from 4:00am to 9:00am PST. The team operates 7 days a week, weekend shifts are typical and overtime may be required depending on business need. Shift start times and days of the week are scheduled based upon business need.
Stock Options – Own a piece of this Google-backed tech start-up
Competitive vacation, uniform sick, and holiday time-off policy
Full Health Benefits for you and your family (Medical, Dental, and Vision)
Equipment – A Mac laptop and headset for work use
Monthly internet stipend
Flexibility to work remotely from any of the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, KS, KY, LA, MA, MD, MI, MN, MO, NB, ND, NJ, NV, NY, OH, OK, OR, PA, SD, TN, TX, VA, WA, WI
What you’ll do:
Become the resident expert on the Clutter products, pricing, and policies
Use your creative problem solving to guide customers to the best resolution for them
Use framing and positive language to address customer questions via the phone, SMS, live chat &/or email
Support customers and resolve escalated situations via the via the phone, SMS, live chat &/or email
Use good judgment and strong communication skills to ensure that issues are solved on the first contact
Quickly respond to customer inquiries to ensure 100% customer satisfaction
Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed
Help bring customer account billing current and complete auction activities as needed
Coordinate warehouse appointments and tasks
What we’re looking for:
Bachelor’s or Associate’s degree
Availability to work on weekends required
1 year of live chat & customer support experience (preferred – not required)
High speed Internet connection required
Passion for technology and respect for the process
Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
Strong communicator who enjoys building rapport with customers and resolving complaints
Experience or understanding of how to work and collaborate with a remote, distributed team
Clutter is committed to fostering a fair, inclusive, and equal work environment. We strive to create a workplace that reflects the communities that we serve, where each team member is empowered to come to work as their true self. Diverse teams are more successful, which is why Clutter aims to be a leader in workplace equality and move both our company and the industry forward.