Customer Support Representative

FLSA Classification: Hourly, Non-Exempt. Reports to: Director, Customer Success. Eligible states: AK, AR, CO, DE, FL, ME, MA, MI, MN, NY, OH, OK, PA, SC, TX, UT, VA, WA.

About the role

We’re looking for a Customer Support Representative to join our fully-remote team. This is the ideal role for an exceptional communicator who excels at improving a situation, can consistently keep a calm presence, and is fiercely passionate about going the extra mile to make customers’ lives better.

Responsibilities

• Support our clients via telephone, email, and online chat, to assist clients with queries, concerns, feedback, and issues in a warm, courteous, and professional manner.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Identify and employ the most efficient way to resolve concerns within set SLAs.
• Ensure that appropriate changes are made to resolve customers' problems.
• Deescalate challenging situations and interactions to defuse situations to best help the client find a resolution or the best path forward.
• Set and maintain appropriate expectations and provide a consistent experience for clients that align with our support and services offered.
• Ensure customer satisfaction with our products, services, support, and facilitate consistent positive interactions with our clients and partners.
• Prioritize urgent and time-sensitive issues and collaborate with internal teams to resolve the situation to the client’s satisfaction within set SLAs.
• Assist clients with connecting integrations offered through our product.
• Assist clients with connecting 3rd party systems to our Channel Manager.
• Troubleshoot and help find resolutions with issues related to our products, services, and integrations.
• Stay updated and knowledgeable on our products and services.
• Manage administrative components of client accounts such as, but not limited to, updating client records and recording accurate and detailed notes.
• Maintain favorable metrics in handling tickets, calls, and customer satisfaction.

Qualifications

• 1+ year of experience with customer support or customer success, preferably in a B2B environment.
• 1+ years of experience working with lodging property management software is preferred.
• Strong listening and reading comprehension skills as well as the ability to relay information effectively in both oral and written form.
• A penchant for empathy, patience, and service with a customer-focused mindset.
• Demonstrated experience solving complex problems through troubleshooting and appropriate decision making.
• Exceptional time management skills with the ability to manage your own schedule to prioritize effectively and deliver results.
• Ability to adapt to changing situations and client needs and maintain composure and professionalism during customer interactions.
• Experience with Customer Support Software, Project Management Software, Multimedia Conferencing Software, and Office Productivity Software a plus.
• Knowledge and hands-on experience with SalesForce a plus.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Professional proficiency in English written and oral communication is a must.
• An area in your home with limited distractions that can act as a home office.
• Able to work on-call shifts.

Benefits

• Remote-first working environment.
• Company Medical Insurance: we cover 100% of the employee-only premium on the base plan.
• Dental, Vision, Short Term Disability, and Life Insurance available at a group rate.
• 15 days PTO which increases throughout your tenure.
• Paid Sick Time that is accrued per biweekly pay period.
• 8 Paid Company Holidays.
• Bereavement, Voting and Parental Leave.
• Access to 401K Company Plan.
• Equipment stipend to help you set up your home office.
• A company-provided computer with any associated technical equipment such as keyboard, mouse, external monitor, etc.

Schedule

Monday - Friday during regular business hours in your timezone.