Customer Experience Agent

  • New York, NY, USA
  • Employees can work remotely
  • Full-time

Company Description

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive,research-based and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions help improve outcomes in human services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reach a broader array of agencies,and that we will push the entire industry to innovate and aspire to a higher standard. We are a mission-driven company,and by joining,you’ll be making that mission a reality.

Job Description

At Casebook, Customer Experience is an essential part of our organization. The Customer Experience agent’s top priority is to make our customers successful and ensure that their experience using Casebook is a pleasant and productive one by delivering quick, accurate, personable support.

As a Customer Experience Agent at Casebook, your task is to make our customers successful. This is a demanding role that requires a unique skillset. As the voice of our Platform, you will act both as an advocate for our product and a champion for our users, by communicating with them across multiple channels. Your job is to ensure that Casebook’s customers have the best experience possible, no matter how they choose to contact us.We take customer service seriously. This is a position we consider essential to the team’s success. Our customers rely on Casebook for their day-to-day work with vulnerable populations and we want to provide the best service we possibly can.

Casebook PBC is also an equal opportunity employer. At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve. Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. 

Responsibilities:

  • Provide thoughtful, personalized communication to Casebook users via phone, chat, email and social media.
  • Effectively resolve customer enquiries in a considerate and timely manner.
  • Investigate, troubleshoot, replicate and document customer issues efficiently and concisely.
  • Write outgoing communications such as release notes, articles for the knowledge base and other ways to help customers and users better understand how to use our platform to address their needs.
  • Make active contributions to help achieve team goals and successes.
  • Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

Qualifications

You care deeply, genuinely and passionately about customer support and about the role it plays in making our customers and company successful.

You have prior experience doing live customer support by chat and ticketing systems (like Zendesk) and you know how to do it well. You know that every bit of work you do makes a real difference in making a customer happy.

You understand the web and how it works. You’re not necessarily writing and deploying your own JQuery-based,CSS-heavy responsive sites,but you’re also not intimidated by the technology.

You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly.

You are a naturally empathetic and articulate communicator.

College degree or equivalent professional experience preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Location: Remote; Must work East Coast business hours 

Reporting Information: Reports to the Service Delivery Manager.

Culture and Benefits Summary:  Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438

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