What will you do?
You will be communicating with our product customers by email. Your day-to-day role will be answering general questions about our products, troubleshooting customer-reported issues on internet browsers, iOS, and Android devices, and processing customer-ordered records. The Customer Experience team also frequently communicates needs and patterns with our Software Engineering and Marketing teams.
How you'll make an impact:
We are seeking an empathetic, friendly person who enjoys helping others. Keeping your cool even in the most stressful situations is a must. Your high level of attention to detail, organizational skills, and love of processes, procedures, and checklists will wow your coworkers and customers.
Position Responsibilities:
- Respond to emails and electronic support tickets with accuracy, clarity, and enthusiasm, ensuring each interaction reflects the values of empathy, mindfulness, and accountability.
- Demonstrate familiarity with mobile device layouts, browser navigation, and basic troubleshooting techniques such as clearing caches, deleting cookies, rebooting devices, and applying bookmarks.
- Explain troubleshooting steps in a clear and concise manner, ensuring customers feel supported and empowered to resolve their issues confidently.
- Be a team player by actively contributing to team projects, sharing insights, and taking ownership of tasks from initiation to completion, ensuring efficiency and a shared commitment to team success.
- Handle and manage customer data, records, and other sensitive documents with accountability and integrity, adhering to strict confidentiality protocols.
- Strive to meet or exceed team expectations by delivering intentional and consistent customer service that fosters trust, satisfaction, and growth.
- Communicate effectively and professionally with upset customers. Use mindfulness and thoroughness to de-escalate conflicts and foster understanding in high-stress scenarios.
Follow strict protocols for producing, handling, and shipping confidential documentation, ensuring accuracy and compliance with company standards. - Take ownership of customer needs and concerns, using a solutions-oriented approach to address issues. Where solutions are unavailable, provide clear and empathetic explanations that prioritize customer understanding.
Manage level one and level two escalations related to account inquiries, billing questions, and service issues. Apply empathy and strong communication skills to navigate difficult conversations and bring resolutions that reflect customer-centric values. - Explore all avenues to resolve customer issues. When challenges arise, address them with an empathetic and intentional approach, fostering trust and rapport with customers.
Contribute to team goals and initiatives with a growth mindset, embracing opportunities for self-improvement and supporting the development of peers and the overall team. - Carry out additional tasks as required, aligning your actions with the values of intentionality and empathy to consistently enhance the customer experience.
Position Requirements:
- Must be able to work a schedule of 8 am-5 pm, Monday through Friday, with a 1-hour break, while demonstrating flexibility to adjust hours as needed to support team or customer needs.
- Minimum of a high school diploma, G.E.D., Trade/Vocational School certificate, or equivalent required
- Experience in customer service such as call centers, retail, reception, etc.
- Excellent computer skills with the ability to effectively utilize technology and systems
- Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions
- Ability to stay calm under pressure and manage communications with potentially unhappy or frustrated customers
- Demonstrate the ability to be empathetic and compassionate toward customers
- Excellent written, verbal, and listening skills
- High attention to detail
- Must work both independently and collaboratively and complete tasks without direct supervision
- Adaptable, proactive, and has a proven ownership thinking mentality
- Must be able to lift up to 50 pounds
- Experience with Microsoft Office programs to include, including but not limited to Outlook, Word, and OneNote
- Possess a valid driver's license with reliable transportation.
If you are interested in the above position, meet the requirements, and are ready to love where you work, it might be time for you to become a Teammate.
NOTE TO APPLICANTS: Salary or wages listed on or are not based on actual data for this job listing. The salary ranges that any third party provides with the listing on their websites are based on their own salary calculators and are not accurate for the Northwest Florida area.
Candidate(s) who are offered a position will be required to successfully pass a pre-employment background check and drug screening.
TalkingParents is an Equal Opportunity Employer
MUST PASS DRUG TEST
No outsourcing or recruiting firms, please.