Job Description

Position: Customer Service Representative

Number of hours: 40 hours/week

Time Zone: New York Time

Tasks required:

• Inbox Management: Efficiently manage and respond to emails in our support inboxes, ensuring all inquiries are addressed promptly

• Issue Escalation: Serve as a liaison between clients and technical support teams by escalating complex issues to the appropriate technical staff

• Internal Routing: Direct clients to the appropriate departments within the company to ensure they receive timely and accurate assistance

• Agreement Creation: Draft and manage agreements with clients, ensuring all documents are accurate and complete

• Live Support: Actively respond to live chat inquiries and answer phone calls to assist clients with their immediate needs

• Communication Facilitation: Help coordinate and communicate project updates from our team to clients to keep them informed of progress

• Access Provisioning: Provide team members with access to client assets such as Asana, Harvest, 1Password, and Slack channels to facilitate smooth project execution

• Other ad hoc tasks that would be assigned

Requirements:

• Proven work experience as a Customer Service Representative or relevant role is required

• Demonstrate tech savviness with a robust understanding of software tools and platforms pertinent to the role

• Familiarity with Asana, Zapier, Pipedrive, Airtable, and Slack is highly advantageous

• Proven experience in a support role, with a strong ability to handle both internal and external communications

• Excellent problem-solving skills; ability to address and resolve issues swiftly

• Strong organizational skills and the ability to multitask effectively

• Outstanding communication abilities, with proficiency in writing and speaking in English

• Knows how to craft responses and do meaningful conversations

• The ability to take initiative and work independently as well as seek direction