Customer Support Specialist I

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🕒 6 days ago

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Clubessential Holdings

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

☁️ SaaS

🤝 B2B

🏨 Hospitality

💰 Private equity on 2021-10

SaaS • B2B • Hospitality

Clubessential Holdings is a provider of software and embedded payments solutions that help private clubs, golf courses, country clubs, and related leisure and recreation businesses run operations, manage members and guests, and process commerce. Their offerings focus on connecting the operational systems behind reservations, membership, billing, payments, and guest experiences to enable more personalized service, streamlined administration, and growth for fitness & leisure, recreation, and golf & club organizations.

📋 Description

• First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails. • Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office. • Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams. • Provide excellent customer service through all support channels and ongoing ticket management. • Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers. • Create documentation and knowledge base articles to improve service delivery. • Take ownership of customer issues and provide resolution or escalate when necessary. • Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met. • Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets.

🎯 Requirements

• Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat). • Technically savvy with curiosity for how software works and drive to master new software/technologies. • Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical. • Ability to multi-task effectively in an energetic, fast-paced environment. • College degree preferred and/or up to a year of equivalent relevant experience. • Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required. • Working knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud). • A minimum of 1 year of experience in a customer-facing role.

🏖️ Benefits

• Fully Remote in United States