Customer Success Associate

5 hours ago

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Solstice

WebsiteLinkedInAll Job Openings

Enterprise Mobile Strategy • Internet Of Things • Mobile Architecture • Emerging Technology • UX Design

201 - 500

💰 Venture Round on 2018-12

Description

• Support inbound call overflow and respond promptly to customer inquiries via phone, email, and chat. • Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives. • Maintain a thorough understanding of our services to assist customers effectively. • Keep accurate records of customer interactions, including details of inquiries, complaints, and actions taken. • Guide potential subscribers through the enrollment process, ensuring they understand and complete all necessary steps. • Verify and process enrollment forms, ensuring accuracy and completeness. • Assist customers with platform account setup and activation, troubleshooting any issues that arise. • Provide information on subscription plans, billing, and benefits to potential subscribers. • Document all activities in our customer system tools (SFDC, Zendesk) and in the Solstice platform.

Requirements

• Located in Mountain or Pacific time zones or willing to support 9 am to 6 pm Pacific. • Minimum 2 years of professional experience in managing and handling inbound calls and ticket requests. • Experience with Google Suites, Microsoft Office Suite and Salesforce.com • Call center or support ticketing experience • Experience in CRM or Customer Support softwares • Process-oriented with great attention to detail • Patience with customer questions and the ability to articulate value proposition to external stakeholders with passion and energy • Love for helping and bringing joy to others • Full of positive attitude – you see challenges as learning opportunities • Proactive -- you identify problems and design solutions without being asked • Excellent communication, interpersonal, and organizational skills • A problem solver; equally excited about the opportunity to solve small problems and big problems as long as they serve a larger mission • Enthusiastic, positive, and team-oriented; always willing to lend a hand to a team member • Excited to work in a fast-paced, growing scale-up environment • Driven, gritty, and resilient; demonstrated ability to persevere through unanticipated challenges

Benefits

• Comprehensive medical, vision, and dental coverage • Health and Dependent Care FSA • 401k with matching • Professional development annual stipend • Gender-neutral paid parental leave policy • Generous time off policy that includes: All federal holidays, one week in late December, and two weeks of flexible PTO • Flexible personal time to allow employees to run errands, go to doctor’s appointments, etc. without taking PTO • Ability to work remotely from within the United States