Customer Service Agent – Remote Jobs

Job Type: Skylight Calendar Customer Service Concierge from home
Location: Texas work from home
Company: Skylight

To expand our customer service team, we are seeking an experienced customer service specialist. Supporting our Skylight Calendar product during a time of rapid expansion and redefining what great customer care means for our Skylight Calendar users will be the primary responsibility of this function. You have a significant influence on how this crucial front-line, customer-facing position is run.

Responsibilities:

• Offer customized one-on-one customer support to Skylight Calendar users during every stage of their customer journey, including purchase, activation, setup, and ongoing usage of their calendar.
• Communicate with a lot of consumers every day by phone and email. We also experiment with new and creative ways to interact with our customers in groups, such as focus groups, webinars, and our sizable, vibrant social media group.
• Responded to consumers’ escalating phone calls and emails with complicated hardware and software problems with their calendars
• In collaboration with other departments where necessary
• Provide leadership with a weekly and monthly report on ticket patterns.
• Provide concepts and methods for innovating and enhancing the customer experience. When necessary, participate in project-based work to carry out the agreed-upon enhancements.
• Provide coverage for our core and troubleshooting customer care teams as needed, acting as a supportive peer and thought partner with our Customer care Team Leads.
• Collaborate closely with our Skylight Product Managers to create new features and offer feedback on the roadmap for the product based on in-depth examination of user insights and/or interviews.

Requirements:

• An exceptionally sensitive and understanding customer service representative with a track record of effectively and sympathetically interacting with clients via omnichannel customer support
• A quick learner, flexible in a group setting, open to experimentation and iteration, and self-sufficient
• cooperative in spirit and cognizant of how departments are interdependent in a startup setting.
• incredibly well-organized and capable of setting priorities for urgent activities.
• Effective communicator who can clearly communicate complicated ideas both verbally and in writing.

Needs Essential to Have:

• Three or more years of increasing experience in customer service positions
• Prior experience conducting tests and putting procedures into place Prior experience working in an agile startup environment
• CRM background, preferably with Zendesk

Good to Have:

• Prior employment at a DTC or e-commerce company.
• Benefits of Social Media Management Experience
• At Skylight, the three guiding values of autonomy, rigor, and compassion serve as a daily direction for our work and daily operations. These guiding values inform our work and how we operate, appearing frequently.

Our attractive benefits package consists of:

• Competitive Pay + Equity Benefits 401(k) Matching Health, education, and home office spending
• Plans for Health, Dental, and Vision Care
• Extreme independence to determine the course of your career
• Every month’s first Friday is a company holiday with unlimited paid time off.