JOB SUMMARY
Are you an ace problem solver who loves to help others? We are seeking a dynamic (part-time) Customer Experience Representative to help our small business buyers navigate challenging situations in order to grow their business. Our Customer Experience team engages and educates our buyers (small business owners) primarily through email, but you will also prove you’re a real live person by communicating through phone and chat! Reporting into the Customer Experience Supervisor, this position will get the opportunity to leave lasting impressions on B-Stock’s buyers by providing an awesome customer experience.
Please note, this is a part-time position, 20 hours a week. The schedule will be Monday-Friday. The successful candidates will work one of the shifts detailed below:
9:00am – 1:00pm MT
10:00am – 2:00pm MT
11:00am – 3:00pm MT
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Provide excellent care to our buyers and sellers, no matter the method of contact. For example:
Email support (our most common method of buyer communication)
Inbound telephone support
Listening to and responding to customer service questions left over voicemail
Web-based chat support
Reviewing customer applications using specific criteria, and approving valid applicants
Use templates as a guide to provide a good interaction, while also customizing the template to customer needs
Dispute processing including validation, collection of supporting documents, and refund calculation.
Proactively identify areas of opportunity and recommend viable solutions that add value
Understanding of when to escalate to manager for additional support
MINIMUM QUALIFICATIONS, JOB SKILLS, AND ABILITIES
1+ year(s) of diverse customer experience; traditional call center, restaurant/food service, front office administration, and everything in between. All the unsung heroes who interact with customers day in and day out…we’d love to chat)
High School Diploma /GED Certificate
Background in addressing customer questions and concerns quickly with a high level of professionalism
Experience in adapting to business priorities that develop in real time
Ability to come up with meaningful solutions, even if that means thinking outside the box
Comfortable and experienced in navigating conversations by using conflict resolution skills
Works independently and within a team environment to prioritize tasks
Positive attitude, hard working, flexible with changing priorities, and eager to learn
Excellent written and verbal English, reading comprehension, and judgment skills
PREFERRED QUALIFICATIONS
Knowledge of Salesforce or similar customer service toolset
Online auction or ecommerce experience is very helpful
Second language skill at a professional proficiency level
Typing speed of 35 WPM
EMPLOYEE BENEFITS
Competitive compensation packages including bonus
Telecommuting and remote-work options
Team off-sites, social events, annual company events, and frequent extracurricular activities
Unlimited snacks and drinks