Customer Service Representative
- 1099 Milwaukee St, Kirkwood, MO 63122, USA
You will be joining one of the fastest growing software company in St. Louis and transforming the lives of event professionals like florists, caterers, and rental companies with tools that have never been available in the market.
Who We Are
Our core company values are focused on innovation, empathy, and making data driven decisions. Our mission is to help creative small businesses succeed by making their sales and operations seamless and easy so they can focus on doing what they love, being creative.
Who You Are
In a nutshell, it’s all about helping florists succeed on Curate’s software and finding more opportunities for our team to help customers, whether through chat, customer training calls, or innovation with team processes. You will do this by understanding the customer’s perspective, framing situations in a positive light, and constantly looking to optimize the experience Curate delivers through knowledge of the software. This role is about helping the client accomplish their end goal. The ideal candidate will be hardworking, insightful, curious, organized, and motivated to make a difference.
Serve as the first point of contact for customers seeking assistance via chat, responding within three minutes of their initial inquiry during established chat hours.
Maintain consistently high chat ratings, working from computer/laptop (mobile chat service only to be used when providing assistance outside of normal chat hours)
Become a master of Curate’s product suite and features as a basis for serving our customers
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up at regular intervals to ensure resolution.
Perform onboardings for new customers and develop relationships that lead to opportunities for product growth.
Collaborate with your peers in customer success, sales, marketing, and product teams to maintain a company culture that supports a positive customer experience
Record and distill client feedback and information collected from day-to-day support into product ideas, suggested features, and potential trends, and share them with your team and leadership.
Create and maintain our knowledge base of customer help documents.
Identify opportunities to automate processes and lead the implementation of those automations.
Set measurable weekly and monthly goals that contribute to the improvement to our Customer Success team, as well as your own personal growth.
Bachelor's degree in business or related field OR equivalent experience
Driven to succeed and the ability to work in a fast-paced environment
Proficient in time management, setting priorities, and taking an initiative
Exceptional organizational, presentation, and communication skills - phone, email, and webinar
Technical expertise and the ability to acquire knowledge of new products
Ability to work both independently and collaboratively.
Ability to break down projects into measurable tasks with an established timeline for completion, resulting in a successful completion rate of >90%
SaaS, B2B SMB experience
Experience working with Hubspot or other CRM platforms
Experience working with Gmail, Google Drive, Hubspot, Vidyard and Slack
- Entry level salary with potential for bonus structure and opportunities for growth.
- Health and Dental insurance.
- Stock options.
- Unlimited PTO.
- Option for 401(k) contributions
This is a great time to jump in! Every employee has a voice, giving you the opportunity to make an impact on the company and the product. We build our roadmap based on customer feedback. Come join us!