Customer Service Representative I

JOB BRIEF:

We are seeking a dedicated and dynamic Customer Service Representative to join our team and deliver exceptional service to our valued subscribers, members, and future members. As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction and upholding the reputation of the School of Traditional Skills. Your primary responsibility will be to respond to customer needs promptly and effectively across various channels, including email and social media platforms.

ROLE OBJECTIVE:

As a Customer Service Representative, your mission is to provide swift and effective support to our valued customers across various communication channels. Your primary objective is to consistently embody the School of Traditional Skills core values in all customer interactions, delivering an exceptional customer experience that leaves a positive and lasting impression.

In this role, you will become a master of the School of Traditional Skills platform, keeping abreast of product knowledge and process changes to confidently address customer inquiries and concerns. Leveraging your customer service skills, technical troubleshooting abilities, and available resources, you will identify and implement timely and appropriate solutions for customers, ensuring their issues are resolved to their satisfaction.

Your performance will be key to maintaining high levels of customer satisfaction, as you will be responsible for meeting performance metrics and quality standards. Operating accurately and efficiently in a fast-paced environment, you will demonstrate your ability to thrive under pressure while upholding the highest standards of service.

Working in a start-up environment, you will exhibit discipline and motivation, taking ownership of your responsibilities to achieve success independently. You will also play a critical role as an advocate for our customers, reporting feedback and observed areas for improvement, contributing to the continuous enhancement of our customer experience.

By embracing this role objective, you will contribute to the overall success of our company and play an integral part in creating lasting relationships with our customers, fostering brand loyalty, and upholding the School of Traditional Skills’ reputation for outstanding service. Your dedication and passion for delivering exceptional customer experiences will be instrumental in driving our continued growth and success.

KEY RESPONSIBILITIES:

• Multichannel Support: Respond to customer inquiries and resolve issues across multiple communication channels, including our internal community, emails, and social media platforms. Demonstrate excellent communication skills and a friendly demeanor in all interactions.
• Brand Ambassadorship: Embody the School of Traditional Skills core values in all customer interactions by consistently delivering a great customer experience. Cultivate a positive and professional image that reflects the company's values and mission.
• Product Knowledge: Master the School of Traditional Skills platform and content, and stay up-to-date with product knowledge and process changes. Ensure that you are well-equipped to address customer questions and provide accurate information.
• Problem Solving: Use your customer service skills, technical troubleshooting abilities, and available resources to identify and implement timely and appropriate solutions for customers. Strive to resolve issues satisfactorily, leaving customers with a positive impression.
• Performance Metrics: Maintain individual performance relative to performance metrics, customer satisfaction levels, and quality standards. Consistently aim to exceed targets and achieve outstanding results.
• Fast-Paced Environment: Operate accurately and efficiently in a fast-paced work environment. Demonstrate the ability to handle high volumes of customer interactions while maintaining a high standard of service.
• Self-Motivated and Independent: Work independently with discipline and motivation to succeed in a start-up work environment. Take ownership of your responsibilities and proactively seek opportunities for improvement.
• Customer Advocacy: Act as an advocate for our customers by reporting feedback and observations to the relevant teams. Communicate areas for improvement to help enhance the overall customer experience.

Requirements

SKILLS AND QUALIFICATIONS:

• Proven experience in a customer service role, preferably in a startup environment, or equally fast-paced and multichannel environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and technical aptitude.
• Ability to adapt to changing situations and handle multiple tasks simultaneously.
• Self-motivated and able to work independently.
• Proficiency in using various communication and support tools including but not limited to Slack, Zoom, HelpScout, and ClickUp.
• A passion for delivering exceptional customer experiences.

Benefits

Part-Time, Hourly (20 hours a week)

Competitive compensation, with annual reviews and merit increases.

Paid Time Off (PTO) Accrual