A Client Service Representative or Associate receives calls from clients and customers, provides information about products, services and policies, and assists clients with transactions. Handles client inquiries and helps to resolve complaints. May help callers to complete on-line transactions. May help financial services clients to manage accounts. In banking, may handle branch service transactions.
Client Success Representative I Workstand Broomfield, CO Job Details $20.37 - $24.44 an hour 4 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Professional development assistance Qualifications Live chat Non-technical user support Customer records maintenance Email customer support Technical support via phone Texting/chatbox tools Phone communication Managing clients in a customer support role Customer relationship management (CRM) systems (technically supported) Software documentation Organizational skills Customer issue escalation Technical support via email Communication skills Entry level Full Job Description The preferred candidate will reside and work remotely in CO, MN, NV, or
PA. ABOUT WORKSTAND
Workstand provides commerce software, marketing services, and data solutions to help independent bicycle retailers and suppliers achieve profitable growth. Workstand isn't your typical software company or your typical bike industry company. We are a privately owned small business serving an important niche, striving for mutual success and sustainability for every retailer and supplier in the cycling industry. Workstand has been voted one of Outside Magazine's Best Places to Work for six years. We offer fully remote work with an engaging culture, compelling work, and strategic clarity. All clients are in the bicycle industry, so work days are fun and interesting. We support one another and achieve our goals as a team. Each person, at every level, has an impact. Total Rewards and Perks include; fully remote work environment, flexible scheduling, comprehensive medical, dental, and vision packages for employees and eligible family members, 401(k) plan, paid volunteering, paid professional development, and discounts on products, bikes, and gear. We offer an accrued PTO program of 14 days in your first year as well as sick time and ten paid holidays. Employees are eligible for bonuses.
JOB PURPOSE
The Client Success Representative I plays a key part in ensuring customer satisfaction by providing assistance and responding to technical software questions, client concerns, and software enhancement suggestions. Clients of this position are generally specialty retailers, but also include brands, suppliers and other industry partners. The hiring range for this role is $20.37 to $24.44.
REPORTING STRUCTURE
This position reports to the Technical Support Manager. This position has no direct reports and is a remote position.
JOB FUNCTIONS
Customer Support Respond to customer inquiries promptly and professionally via email, phone, or live chat Collaborate with fellow CS Reps to escalate and resolve complex problems Product Knowledge Develop a deep understanding of Workstands software platform, the role of digital marketing, ecommerce, and in-store sales in their businesses Proactively suggest improvements in website design and site configuration to maximize customer success Communication Clearly and effectively communicate technical information to "non-technical users" Provide software-related information and documentation to customers when appropriate Documentation Maintain detailed records of customer interactions and resolutions in our CRM Continuously update and maintain internal and external documentation for all aspects of our software and processes This is not a comprehensive list of possible responsibilities, tasks and duties. There are a variety of other duties that will need to be completed on an as needed basis.
QUALIFICATIONS
Customer service experience preferred Specialty retail and/or bicycling industry preferred Strong communication skills, both written and verbal Excellent organizational skills and attention to detail Basic understanding of Google Suites, Google Merchant Center, Google Shopping preferred Willingness to take initiative and work effectively without close supervision Adaptable and flexible with change. Limited domestic travel may be a requirement. We seek talent from all backgrounds to join our teams, and we encourage our employees to bring their authentic and best selves to work. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Workstand approaches pay in an ethical and transparent way. Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility. Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
