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Customer Service Representative

  • 3 weeks ago
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Booksy

Job Description

Description

Job descriptions are kinda like insurance policies: long, boring, skimmed not read, but everybody needs what they’re offering. Our take is, if you’re going to spend time doing something, why not make it semi-enjoyable? We say semi because we know work is called work for a reason, but we like to have fun too. Don’t just take our word for it.

Needless to say if you do get hired, we’ll still give you insurance policies to read But for now, here’s who we are.

At Booksy, it’s always been our passion to help beauty professionals amplify their artistry. It’s our job to provide them with tools to make running their business smoother and their lives simpler. Taking a 30,000 foot view of the world today, our vision broadens: We strive to be the most trusted solution for appointment-based service providers. PERIOD. We could really use your help to get there.

As a Customer Service Rep, you will be working with business owners within the Health and Beauty industry. You will be responsible for helping our providers set up their profile and use our tools to grow their business. You will not only be a product expert and knowledgeable on all things Booksy but accountable for preventing churn, maintaining account health and making sure our providers are using our app to its fullest capacity and aware of all the product features.

What the Customer Service Rep role looks like:

  • Develop relationships with a large portfolio of customers
  • Available for nights and Saturday
  • Identify, develop and recognize opportunities to improve processes to efficiently manage workflow
  • Train customers over the phone, via SMS and online chat, on all product features
  • Listen to customer needs, troubleshoot technical problems and address customer concerns
  • Effectively multi-task and manage a large volume of calls, emails, and chats
  • Identify and assess customers’ needs to achieve satisfaction
  • Comfortable with upselling various product features
  • Provide accurate, valid and complete information by using the right methods and tools in a prompt fashion
  • Manage escalations; provide appropriate solutions within time limits and follow up to ensure resolution
  • Keep records of customer interactions, inquiries and concerns via CRM management
  • Provide timely feedback to the company regarding service issues, bug issues or customer concerns
  • Respond promptly to customer inquiries
  • Analyze churn and merchant usage data
  • Work closely with Global CS team in Poland, Brazil and Spain to solve problems
  • Maintain a positive, empathetic and professional attitude toward customers at all times
  • Become a product expert. Know our products inside-and-out

Requirements

Who you are:

  • Work in the afternoon/evenings (2pm-10pm CT) and Saturdays with one day off in the week to compensate (you choose the day!) plus Sundays off
  • Has at least 1+ year(s) of customer service and/or account management experience, preferably with technology/SaaS companies
  • Ability to combine technical know how with empathy, patience and strong communication skills
  • Experience supporting customers using SaaS solutions or internet/mobile products
  • Success working in a fast-paced, dynamic and forward thinking environment
  • Coachable and eager to learn; maintains a positive attitude and thinks big picture
  • Comfortable making outbound calls and providing innovative solutions to meet customer needs
  • Strong organizational skills with attention to detail
  • You’re a self-starter, We’re a start-up. Innovation is a requirement and ideas are expected
  • Familiarity with CRM systems and ability to learn new software
  • Excellent written and verbal communication skills
  • Must be customer-obsessed and able to adapt and respond to a diverse client base
  • Adaptability – you embrace new challenges and aren’t afraid of tough conversations
  • Ability to multitask, prioritize and manage time effectively

Benefits

Some cool things we offer:

  • Health/Dental/Vision/Commuter Benefits/401k
  • Awesome (paid) Parental Leave Policy
  • Unlimited Paid Time Off
  • Eligibility for monthly performance bonus
  • Work/Life Balance
  • Weekly Happy Hour
  • Ample Opportunities for Professional Growth
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