Client Care Specialist, Tier 1
Client Care Specialist, Tier 1
SpareFoot is seeking a Tier 1 Client Care Specialist to join our growing B2B Technical Services team in May 2018.
We are currently seeking awesome, customer service-oriented people to help us solidify our front lines of support - a team of friendly, knowledgeable SpareExperts who will support and educate our expanding network of clients about the SpareFoot basics. As a member of our Tier 1 team, you’ll be our clients’ first point of contact in their SpareFoot support journey. You’ll work with clients (via phone and email) to troubleshoot basic usability/policy issues, create an amazing support experience, and quickly adapt and grow with our business.
About Us
We are the leading online marketplace for the $38 billion self-storage industry. The SpareFoot network, which includes more than 12,000 facilities, offers consumers the ability to find, compare and book self-storage. SpareFoot provides a suite of industry-leading web marketing tools for self-storage operators and has been chosen as a preferred partner by more major online brands than any other self-storage company.
In 2018, SpareFoot acquired SiteLink, a global leader in self-storage management software and in-house payment processing. The deal will allow the combined business to accelerate investment, drive innovation and generate value for both consumers and facility operators.
In 2017, SpareFoot was recognized by Entrepreneur Magazine and the Austin American-Statesman for an exceptional company culture.
What you will do everyday:
Be the first point of contact for clients who contact SpareFoot for support by phone or email.
Deliver an incredible experience - we love our clients and are incredibly grateful for their business!
Spend most of your day working with support tickets (in Zendesk), making sure that each gets a prompt and accurate reply.
Know and execute on our processes and protocol - all client questions will start with Tier 1, but some should be escalated or triaged to other teams.
Document each ticket with useful data for other SpareFoot teams to see what’s going on with our clients so we can continually improve our product.
Offer support to our clients Mon - Fri 8:30am - 5:30pm, and Sat 10am - 3pm, meaning shifts may vary slightly and include some weekends.
This position is contract to hire pending 90-day evaluation period
40 hours per week with full benefits
What you need to bring to the table:
At least 1-year hospitality, retail, and/or customer service experience.
Excellent communication skills: Our brand is personable, articulate, friendly, and knowledgeable, so you should be those things, too!
Really excellent communication skills: When people hear you on the phone or read your emails, they think an angel is singing!
Strong tech and computer skills: You'll need to quickly learn and navigate several software platforms, and have enough expertise to explain these systems to our clients.
A drive to learn: SpareFoot constantly iterates (in our product and our processes), and you'll need to keep your knowledge current.
Patience: Some of our clients are more tech-savvy than others, and some really aren’t tech-savvy at all - but everyone should get a great experience.
Zen: Sometimes things break, and you’ll be on the front lines handling issues and problems with clients. It’s essential to remain calm and bring your Zen face!
Good instincts: We’ll give you the guidelines, but it comes down to you to make the right decision about when to escalate client issues to other support teams.
Motivation to help people: We’re looking for someone who is excited to work with our clients, delivers a great experience, and envisions a career in a client or customer facing role.
Team player: Our team is tight-knit, multi-talented, and spread across multiple groups. Working well with others to provide a great client experience is essential.
Experience with: Proprietary back-end systems, Call Center, High-Volume Customer/Client-Facing Support Environment, Zendesk and/or Salesforce and Atlassian Products (Hipchat, Confluence, JIRA, etc)
Our Core Values- we live these!
Hungry
We have a fire in our belly. We relentlessly pursue the betterment of our customers, clients, SpareFoot and ourselves.
Plays Well with Others
We exemplify our team before ourselves. We are quick to praise others and slow to gloat.
Embrace Change
We look forward instead of dwelling on the past. We are up for a new challenge no matter how daunting it may be. We are constantly adapting to win.
Pass the Champagne Test
We promote positivity in the workplace. We are not afraid to be genuine and vulnerable at work. We take work seriously but ourselves less so. Overall, we enjoy working with each other!
Perks-
We invest in you.
Stock options, full health coverage for you and your family, disability coverage, 401(k), discounted gym memberships.
There IS such a thing as free lunch.
Stay full and healthy with a delicious daily meal prepared by our awesome culinary team.
Take what you need vacation policy.
We trust you to take the time you need, and do so responsibly.
It’s all in the wrist.
Take a break and play Foosball, Shuffleboard, Nintendo 64, Ping Pong, and Darts.
Hard work pays off.
Celebrate wins with happy hours and offsite events plus a complimentary ride to get you home safely from events.
SpareFoot is committed to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, SpareFoot will provide reasonable accommodations for qualified individuals with disabilities.