Premier Service Advocate – Multi-Channel Support

🔥 2 hours ago

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program • Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses • Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack • Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes • Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively • Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events

🎯 Requirements

• Customer-obsessed with an understanding of what it takes to provide a great experience • 2+ year experience in a customer service-driven role- BPO, shared services, related industry • Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must! Excellent English verbal and written communication skills • Expert de-escalation and conflict resolution skills • Adaptability and resilience for handling complex interactions and frequent change • Willingness to work all shifts including daytime, mid-day, and graveyard shifts. Must be available to work weekend days and some holidays. • Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions • Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools

🏖️ Benefits

• Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities.