Customer Service Team Member
We are seeking a dedicated and empathetic Customer Service Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience with our CRM platform. Your primary responsibility will be to resolve customer inquiries, assist with onboarding, and build long-term relationships to drive customer satisfaction and retention.
Skills Required
- Education and Experience
- High school diploma or equivalent; a Bachelor's degree in Business, Communication, or related field is a plus.
- 2-3 years of experience in customer service, preferably in the SaaS or technology industry.
- Experience with CRM systems and customer support tools.
- Familiarity with SaaS products and a basic understanding of cloud computing concepts.
- Skills
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using customer support software (e.g., Zendesk, Freshdesk, or similar).
- Ability to manage multiple customer inquiries simultaneously and prioritize effectively.
- Technical aptitude to understand and explain software features and functionalities.
- Patience, empathy, and a customer-first attitude.
- Personal Attributes
- High level of motivation and a proactive approach to resolving issues.
- Strong interpersonal skills and the ability to work well in a team.
- Adaptability and the ability to thrive in a fast-paced environment.
- Commitment to continuous learning and improvement.
Training Provided
- Ethical Sales Practices
- The importance of follow up
- Roleplaying
- Video recordings of live calls / appointments
- Manual
- Growing your pipeline (with follow up)
Duties & Responsibilities
- Customer Support
- Provide timely and effective responses to customer inquiries via email, phone, or chat.
- Resolve customer issues related to the CRM software, including troubleshooting technical problems and guiding customers through software features.
- Assist customers with account setup, configuration, and usage to ensure they get the most out of the CRM product.
- Escalate complex issues to the appropriate team members when necessary, ensuring proper follow-up until resolution.
- Customer Onboarding
- Guide new customers through the onboarding process, helping them understand the platform and get started with their accounts.
- Conduct training sessions or webinars to educate customers on the CRM's features and best practices.
- Customer Retention
- Monitor customer accounts to identify signs of potential churn, such as decreased usage or unresolved issues, and proactively reach out to address concerns.
- Gather customer feedback and work with the product and development teams to implement improvements based on this feedback.
- Provide personalized recommendations and advice to help customers achieve their business goals using the CRM.
- Knowledge Base Management
- Contribute to and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and how-to articles.
- Update documentation regularly to reflect new features, updates, and customer feedback.
- Reporting and Metrics
- Track and report on key customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
- Participate in regular team meetings to discuss common issues, trends, and ways to improve customer service processes.
- Customer Relationship Management
- Build strong, long-term relationships with customers by providing consistent and high-quality service.
- Act as a customer advocate, ensuring that their needs are communicated to the appropriate teams within the company.
- Team Collaboration
- Work closely with the sales, product development, and technical support teams to ensure a seamless customer experience.
- Share insights and customer feedback with the team to improve overall service quality and customer satisfaction.
- Continuous Improvement
- Stay updated on the latest features, updates, and industry trends related to CRM and SaaS products.
- Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
Pay Structure
| Description | Team Member |
| Base Salary | Yes |
| Employee Type | W2 |
| Remote | Yes |
| Must meet minimum goals | n/a |
| Weekly goals | Learning, Satisfaction Rating |
| Ability to be promoted to manager | Yes |
| Company benefits as they become available | Yes |
| Contests: Monthly | Yes |
| Contests: Annual | Yes |
| Monthly Bonuses: 5-15% | Yes |
| Monthly Bonuses to customers/you for referrals | Yes |