Customer Service Representative

Reports To: Chief Technology Officer

FLSA: Hourly, Non-Exempt

Preferred Years of Experience: 5 years

Salary: $16 to $18 per hour

Location: Vancouver, WA, in office to start, hybrid opportunity available after completing training period

Summary/Objective:  A Customer Service Representative is the frontline to all our end users; both enterprise and direct to customer. They work closely with the Client Success Department, Training Department, and our Sales Department, among others, to ensure the best experience, and support for our users in our online platform. The support provided varies from troubleshooting technical issues such as browser and video playback issues to billing administration such as refunding, and troubleshooting billing issues.

Essential Duties and Responsibilities 

• Act as frontline response for customers in regards to product knowledge and troubleshooting/resolving technical issues
• Respond to inquiries via ticketing system (Hubspot), email, phone, chat, etc.
• Utilize relevant aspects of Shopify, and Stripe (e.g. refunds)
• Collaborate with other departments frequently
• Learn new technologies quickly and train others
• Demonstrate patience and positive attitude to help customers be successful with our products.
• Other duties as assigned

Special Skills

• Computer Skills - Experience in learning new software programs and systems quickly and the ability to instruct others in use. 
• Language Skills - Ability to write professional business correspondence.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Reasoning Ability - Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

Play

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Accountability

• Accountability - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Communication

• Communication - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Internal Customer Service - Responds promptly to customer needs; Solicits feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Excellence 

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Role Specific

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management – Assists in developing project plans; Provides processes and procedures to help coordinate projects; Communicates changes and progress.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Change Management – Works with the team to help develop workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to sit, operate computer equipment, and walk/stand.
• The employee may occasionally lift up to 25 lbs.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment is usually moderate, similar to that of a busy office.

Benefits include Medical, Dental, Vision, Life/AD&D, LTD, 401k, PTO and more!

Salary : $16 - $18