Customer Service Representative

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February 16

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CrewBloom

WebsiteLinkedInAll Job Openings

B2B • SaaS • Recruitment

CrewBloom is a remote staffing agency dedicated to connecting businesses with top-tier remote talent across various industries. They streamline the hiring process by sourcing, screening, and onboarding qualified candidates tailored to the specific needs of their clients, ensuring a seamless integration into teams. With a focus on global talent acquisition, CrewBloom empowers companies to scale their operations efficiently while reducing costs and maintaining compliance with HR regulations.

201 - 500 employees

Founded 2016

🤝 B2B

☁️ SaaS

🎯 Recruiter

📋 Description

• As a Customer Service Representative, you will play a pivotal role in ensuring exceptional customer experiences across various communication channels. • Your responsibilities will include addressing customer inquiries, resolving issues promptly, and collaborating with internal teams to enhance our service delivery. • You will handle desk tickets, live chat sessions, and email support while also contributing to projects aimed at improving our customer experience. • Maintain comprehensive documentation in the CRM system for consistency. • Resolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly. • Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines. • Manage and categorize SPAM tickets and emails. • Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary. • Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team. • Manage customer cancellations and retention efforts, collaborating with relevant departments. • Address course ratings below 4 stars, gather feedback for improvements and inform the content team. • Process paid PayPal invoices and scholarship applications when required. • Provide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting. • Guide customers on website navigation, subscriptions, and course recommendations. • Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests. • Encourage subscription upgrades and maintain high customer feedback ratings. • Respond promptly and professionally to all customer emails. • Escalate issues as needed, providing context for resolution. • Manage email inboxes and document all correspondence in the CRM. • Assist with basic onboarding of new Training and Access clients when necessary. • Monitor and follow up on annual subscription renewals. • Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team. • Contribute to special projects and attend weekly meetings. • Proactively raise customer issues and propose solutions to management. • Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement. • Maintain accurate customer records across company applications. • Draft and distribute mass emails to subscribers on relevant topics.

🎯 Requirements

• Previous experience in customer service roles preferred. • Excellent communication skills, both written and verbal. • Strong problem-solving abilities and attention to detail. • Ability to work efficiently in a fast-paced environment. • Proficiency in CRM systems and basic technical troubleshooting. • Flexibility to adapt to evolving responsibilities and priorities. • Customer-centric mindset with a commitment to delivering exceptional service.

🏖️ Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. • Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field. • Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward. • Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards. • Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment. • Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.