Customer Experience Coordinator

Upcall


2 weeks ago

05/04/2019 06:52:17

Job type: Full-time

Salary: $30k - $50k estimated

First appeared on Ycombinator

Category: Marketing / Sales


Join a high-performing, tight-knit team in a fast-growing startup working to make call outsourcing more transparent, collaborative, strategic, and effective. We are looking for a customer-oriented fanatic who isn’t afraid to roll up their sleeves and hustle to keep our customers happy and coming back.

If you’re accustomed to wearing a few hats and willing to grow with us, read on.

Bringing your 3-5 years of relevant experience to the table, you’ll work alongside our sales team to ensure a smooth handoff and own all aspects of the customer lifecycle from on-boarding to feedback and complaints. You will be accountable for both the success and growth of our customers. You will be a trusted adviser to our customers using all available communications channels (email, chat, phone, social networks). You will be a product expert, effective communicator, highly motivated, organized, personable and persuasive. You will also be responsible for growing and optimizing the supply-side of our marketplace (call agents) and be part of a massive opportunity to change the global sales & marketing outsoucing industry. This is a critical role as it directly correlates to continually improving the client experience through greater caller availability, while increasing quality control and streamlining processes associated with the supply side of our business.

Our perfect coworker is smart, self-directed, persuasive, empathetic, high-energy, and passionate about helping our customers.

You'll be the face of our team as you’ll be building great customer and caller relationships 
You’ll enjoy working with our customers and callers to empathise and resolve technical, billing or general support queries with a smile, 
You’ll proactively engage newly onboarded customers by ensuring that they’re making the most out of our features, 
You are able to notice trends among customer issues and communicate those to the Engineering team, 
You can help us brainstorm and problem-solve ways we can improve our customer experience and implement those initiatives. 
You’ll get to be one of our early employees and help us grow and eventually lead your team. 
You’ll work very closely with the rest of our small but fast growing team.

Responsibilities

• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority. 
•Providing our customers with all options available to them in a detailed and respectful manner 
• Working with other members of the team to solve all issues as soon as possible 
• Hiring, training, and preparing Upcall's remote call center representatives to make outbound calls for our clients, in a timely and professional manner. 
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies. 
• Offers new ideas and suggestions for improvement. 
• Exchanges knowledge and information with QA department to ensure best practices are shared throughout the Upcall organization. 
• Understands and embraces the business and call center operations strategic direction.

Requirements

• 3 or more years of call center experience in outbound sales/customer service/support. 
• A team player with a warm personality and positive attitude 
• High level of attention to detail and a knack for organization 
• 1 or more years of supervisory experience.

Benefits

- Full health benefits 
- Company's stocks 
- Paid Time Off 
- Opportunity to advance in a growing company

Please mention that you come from Remotive when applying for this job.

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