Customer Service Specialist

Marketcircle


3 weeks ago

08/27/2019 10:21:23

Job type: Full-time

Hiring from: US timezones

Category: Customer Support


Want to work remotely? Want to make an impact by working for a small company that values autonomy and working collaboratively in a team to solve challenging problems? Love learning new technology? Then you'll fit right into the Marketcircle Team!

We're looking for an outgoing customer service specialist that is curious, excellent at communicating with customers and a creative problem solver. You have a strong understanding of the small business space, and are willing to wear many hats to get the job done. Most importantly, you know how to treat customers right and know the true value of empathy. You are a quick learner, an excellent teacher, and can spot trends from a mile away.

Your day to day responsibilities will include, but are not limited to:

  • Responding to customer questions regarding our products via live chat, tickets, phone calls and screen shares

  • Helping our customers leverage our products to help them reach their business goals and objectives

  • Understanding our customers business needs and providing them with valuable feedback and workflow suggestions

  • Proactively identifying and raising trends in customer questions and/or issues as they occur

  • Be willing to take on additional side projects that could benefit our customers

Success in this role is measured by:

  • providing our customers with accurate and helpful information in a timely fashion - passing 5 ticket evaluations every month

  • providing our customers with the highest level of customer satisfaction - maintaining a customer satisfaction rating of 95% or higher

  • going above and beyond to provide excellent customer service - measured by receiving at least one WOW! response every month

Some methodologies we use include:

  • Jobs to be done

  • Kaizen

  • Fire bullets before cannon balls

This is a remote position (base of operations is Toronto, Canada), and the hours are Monday - Friday 9AM EST - 5PM EST. It involves no weekend work, however some holidays need to be covered. If you are not located in EST, but are able to work with some overlap in our working hours, you are encouraged to apply. While we appreciate the time you take to apply for this position, please note that only qualified candidates will be contacted.

Marketcircle Inc. is a fun and distributed tech company. We believe in the power of Kaizen, teamwork, creativity, ownership, and empathy. By embodying these core values we know we impact the lives of our customers, and each other.

Our mission is to empower small business worldwide which drives us to develop a native macOS and iOS app that helps thousands create organization of what would otherwise be chaos.

Tired of a long commute to work? As long as you have reliable internet, and can work between 10:00AM - 3:00PM EST (core hours), you can work from anywhere! We expect results, not monkeys sitting in cubes for 10 hours a day! Though we are mostly remote, our team tries to meet up in the office every now and again to share some laughs, build camaraderie and eat some good food! We also make it a point to do activities together, like axe throwing, escape rooms, evenings out, etc.

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