Employer: Modsy
Modsy is a fast growing startup that is reinventing the way we design and shop for our homes. Leveraging ground-breaking 3D technology and a seamless customer experience, Modsy guides you through a few simple steps to capture, redesign, and transform your home. You receive back a catalog quality lifelike version of your room rendered in 3D that is fully shoppable based on your style, budget, and functional needs. The future of home design and furniture buying is changing and Modsy is leading the way.
As a company, Modsy is pioneering a remote-first, distributed team culture. We pride ourselves in our inclusive, diverse environment where exceptional talent helps our customers create their dream home.
Modsy Customer Success Representatives are the relationship managers between the company and the customer. In this role, you will be responsible for helping solve customer concerns and deliver a seamless customer experience within Modsy. You must be a flexible, helpful, and professional problem solver. Your insights and relationship with our customers will allow you to be Modsy’s best resource for understanding where we are succeeding and where we can improve. You must have weekend availability.
Responsibilities
- Respond to customer calls, chat, and emails regarding product problems, service questions and overall client concerns
- Collaborate with other Modsy team members to resolve challenging issues quickly and efficiently
- Maintain a high level of professionalism with Modsy’s clients and work to establish a positive rapport with every customer
- Update customer information in company systems after each customer interaction
- Work with the management team to stay updated on product knowledge and be informed of any changes in product/services
- Positively impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers
- Provide daily reporting to management on resolved clients and possible escalations
- Provide feedback to your manager on any trends or possible fixes or improvements to product/services
Requirements
- Entry level industry experience in retail customer service
- Excellent written and verbal communication
- Familiarity with returns, replacements, and cancellations
- Comfortable and confident interacting with customers on the phone
- Zendesk and Slack experience is a plus