Top-notch customer support is a cornerstone of Skilled Survival and Skilled Survival Alliance. Our products attract thousands of engaged customers from around the world seeking to prepare for, adapt to, and overcome all survival situations.
As we continue our rapid growth, we are looking for an experienced Customer Service Representative who can help shape a scalable customer support operation today and into the future. We are seeking someone who fully understands the importance of customer support to a brand’s image and has the ability to dramatically alter the perception of a company and a customer’s user experience.
As a Skilled Survival Customer Service Representative, you will be responsible to review upwards of 100 customer service tickets per day, as well as manage customer service requests through other channels such as social media, live chat, and phone.
As the first point of contact for a customer seeking an issue resolution you would be responsible for maintaining a positive, friendly, and helpful attitude with the customer as well as gathering feedback to be reported to management to help improve products and services going forward.
Your paid training will cover the current customer service handbook, decision trees, scripted responses, and tools that we use to manage customer service.
You will be responsible for reviewing and responding to customer support tickets in a timely fashion. We strive for near immediate response times during business hours.
Based upon the support ticket submitted by the customer, you will respond with a solution to their issue. You may also be required to process a refund, cancel a membership, process an order, track a delivery or troubleshoot with the customer.
You will be be provided a customer support “handbook” with pre-written responses that will typically cover approximately 95% of the support tickets received. You will also have the authority to go “off-script” if you determine the need to do so.
This is your unique opportunity to get in on the ground floor of a rapidly growing company and have a direct impact on our clients and their experience with Skilled Survival.
As we continue to grow, our customer service requirements will evolve and we will need you to be able to evolve with us.
This role will be part time (20-30 hours per week).
This roll is 100% virtual. You can work from home!
Requirements:
- More than 1 year of online customer service or comparable experience required.
- No negativity allowed! You must be positive, patient, friendly and treat our customers and clients with the utmost respect.
- Be able to identify and communicate opportunities to improve upon current procedures.
- Required: In the cover letter, please be sure to tell us your favorite animal and why.
- Must be a self-starter and self-motivated with the ability to work with minimal oversight.
- Highly organized with keen attention to detail.
- Technologically inclined with the ability to pick up on new technologies, software, and tools quickly and efficiently.
- The tools you will be using are cloud based so a fast, reliable Internet connection is a must.
- Ideal but not required (we will train): experience with Freshdesk, Infusionsoft, ShipStation & Slack.
Benefits:
You will be joining a profitable company that is well capitalized for growth.
You will be provided with paid training at the start of your role and ongoing professional development training and resources going forward
This roll is 100% virtual. You can work from home!
Competitive pay, and the ability to work from home with your own phone, laptop/desktop computer, headset and high speed Internet connection (telecommute).
If you believe you will be a great addition to the Skilled Survival Team, please apply below.
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