The Customer Success Associate is primarily responsible for delivering the LifeConcierge service, to allow customers to reclaim their time and joy. In this role you will help to resolve customer hassles while providing a delightful customer experience. You will respond to customers requests for support, assess the request, determine what additional information (if any) is needed to assist, and then assist the customer in resolving their hassle. Examples of hassles could include: broken windshield, travel arrangements, help finding a contractor, quotes from a vendor, etc. We are looking for customer success agents who care deeply about making everyday lives easier for our customers.
On the Customer Success team, your primary focus and passion will be working directly with customers via chat, email or phone, and researching their hassles. You will be comfortable dissecting a problem, going deep on a topic, researching solutions, and providing actionable next steps and support to customers. You will be a customer’s personal problem solver and fixer.
You Will:
- Efficiently address & solve customer hassles primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy
- Build connection and trust with your customers, going above and beyond to provide an exceptional experience, with the aim to resolve their hassles in an appropriate manner
- Be organized, accountable and responsible
- Anticipate and respond with energy to new challenges, the unfamiliar, and the urgent.
- Be a customer champion, identify their needs, be their advocate, and ensure we are continuously improving.
You will bring the following experience to the team:
- We're looking for candidates with great people and problem solving skills!
- Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness.
- Tech-curious and adaptable in navigating online tools and systems.
- Excellent written & verbal communication skills: have a strong command of grammar and spelling. Bilingual - English / Spanish is a plus.
- Strong critical thinker and adept at problem-solving.
- Display calm conviction, confidence, and empathy when handling customer escalations
- Reliable & Punctual: Displays excellent time management, takes pride in a job well done, embraces change and feedback, while seeking continual improvements to perform.
- Ability to take ownership and solve problems
Things that would make this role a good fit for you:
- You like helping people
- Strong attention to detail and project management skills
- You like to learn and build as you go
- You love to solve problems
- You have a thirst for knowledge
Your availability:
The Part Time Customer Success role allows you to work flexible hours and your schedule can vary week to week. Compensation is based on hours worked. Most part time customer success associates work 10-20 hours per week.