Customer Support Specialist
New
Remote position, Eastern timezone preferred., Eastern Time (ET); schedule Tuesday - Friday 9am-5pm, Saturday 8am - 4pm ETFull-TimeEntry
Salary$52,000 - $60,000
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Job Details
- Experience
- 1+ years experience in customer service, support or success
- Required Skills
- ShopifyProblem SolvingTroubleshootingCRMCustomer supportHubSpot
Requirements
- 1+ years experience in customer service, support or success
- Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
- Strong writing skills and impeccable attention to detail
- Computer proficiency
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
- Experience balancing multiple tasks and customer needs simultaneously
- Ability to prioritize your workday independently
- Flexible schedule, willing to work off hours and weekends
- Hubspot and Shopify experience are a plus
Responsibilities
- Act as the first point of contact for all customer support questions via email, chat, and social media
- Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for customers
- Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal
- Assist in incoming questions from our ecommerce, shipping and bulk customers
- Maintain all support contacts and history in Hubspot, Odeko’s CRM
- Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner
- Review delivery reconciliations and issue credits when necessary
- Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc.
- Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
- Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics
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