Job Details
**Customer Care Specialist**
Atlanta,GA / Customer Success / Full-time Remote Broadly is changing the way local service businesses grow. We help thousands of local service businesses attract, retain, and "wow" their customers with powerful customer experiences. Our mission is to bridge local businesses to their modern consumers by helping them: capture leads, streamline their communications by email and text, collect mobile payments, and gather feedback and reviews. We are passionate about helping these local business owners succeed, and keep them at the center of everything we do.
**WHO SHOULD APPLY** We are seeking out a motivated and adaptable individual to join our Customer Care Team. If you enjoy interacting with customers, problem-solving, sleuthing, and are quick on your feet this role may be for you! You are collaborative and possess a high level of attention to detail. You are willing to work independently but are comfortable asking for help when needed. This role is perfect for someone who is just starting their career or looking for an introductory role in the tech industry.
When customers contact Broadly for assistance, our Customer Care Specialists act as the first level of support to identify the problem, solve it if possible and know when to escalate to another team if needed. We provide 5 star customer support via phone, email, and chat.
We wear multiple hats and have to switch gears often. Our future teammate will need to be able to pivot, prioritize and adapt.
Our goal is to get customers the help that they need as quickly and efficiently as possible - our customers are running small businesses and their time is very valuable. We want to make sure they get the answers they need with ease.
We are the eyes and ears of this organization, beyond providing customer support, we also advocate for our customers by providing feedback to the company about their experiences. We often have the opportunity to work on company initiatives that help improve the product and our services.
***You must be available to provide the above support from 8:00 am - 5:00 pm PST (11:00 am - 8:00 pm EST) shift***
**Role Details:**
Provide phone, email and chat support Available to provide the above support from 8:00 am - 5:00 pm PST (11:00 am - 8:00 pm EST) shift* Ability to work and learn remotely Manage and prioritize our inbound support channels with speed and accuracy Investigate and resolve account, product, billing, and technical issues Be the voice of the customer and collect feedback for product improvement Collaborate cross-functionally with other teams to improve overall customer experience Brainstorm and develop process improvements to build value for Broadly Assist with various internal Broadly projects (depending on bandwidth and skill-set)
**Required Skills:** Strong ability to communicate with confidence, integrity, and compassion over phone, chat and email Strong attention to detail and ability to switch gears quickly and manage time Ability to remain professional and composed during advanced customer situations Experience with Microsoft Office (Word, Excel) and/or Google Suite Experience with handling inbound calls A strong sense of humor
**Desired Skills:** Associate's or Bachelor's degree (or in pursuit of) Bi/Multi-lingual Experience using Salesforce (or similar CRMs and/or ticketing systems) Prior startup experience Experience with Mac OS Project management skills 1-2 years of related experience Experience working and training remotely
**The Good Stuff (were not afraid of emojis)** Our company was founded in Oakland, but now we are a remote first and distributed team! ???? Company covers 100% of employee only medical, dental, and vision insurance + lots of extra options. We got you. ???? Flexible time off: take the time-off you need, when you need it! ???? Ask us about Our Time Off (OTO) here's a hint - its practically every other Friday off! ?????? Regular wellness and engagement activities. Vita-mixes, Hatch Lights, Purple pillowsprizes galore! ???? WFH stipend (because you know, you work from home) ???? Co-working Stipend (for those of us who want to escape our usual home office life and go into a shared workspace - sometimes working somewhere different helps!) ???? Wellness stipend that covers mental, emotional, and physical wellbeing (because taking care of your mental health creates mental wealth!) ??????? Professional development stipend. Get your learning on. ???? An inclusive, tight knit, exciting start-up culture that offers accelerated career & personal growth ????