Customer Service Representative

What are we looking for?

A Client Receptionist who easily connects and empathizes with our clients over the phone, and who serves as a critical hub of organization and communication to our internal support team. Must be courteous, organized, and professional.

Where are we looking?
This is a fully-remote position!

What type of job is this?
This is a full-time, remote position. Shifts vary throughout the week, and can involve weekdays between the hours of 8am-12am, as well as weekends between 8am-12am.

Compensation is geography-based, and ranges between $15-$20/hour for those working this position full-time.

Who would you report to?
Our Partner Support Manager. She's quite a bad-ass.

What will get our attention?

• If you have a naturally friendly personality

• If you can easily empathize with people

• If you have prior receptionist experience

• If you’re passionate about consumer technology

• If you have experience using software to track and manage client data

• If you have the interest and ability to learn new technology

What do we bring to the table?

• A team of aces willing to do anything for each other

• Competitive wages - $15-$20/hour

• An amazing benefits package

• A supportive work-from-home environment

What does our company do?

Have you ever tried to use a piece of technology in your home and found that it wouldn’t work? Maybe your WiFi’s down, or maybe it’s Friday night and you can’t stream your favorite show because your TV isn’t working. Frustrating, right? What’s even more frustrating is that there’s often nowhere to turn for help; unless for some reason you enjoy sitting on hold with your cable company (no judgment here).

Our vision is to transform the home technology ownership experience for homeowners. We do this by partnering with a nationwide network of home technology installers, helping them supercharge their service & support operations. We call these installers our Partners. Our mission is to unlock our Partners’ full-service potential by delivering world-class service and support to their clients (the people sitting at home with the broken technology), boosting their revenue and profits by providing better support to their clients, and streamlining their overall service delivery.

In other words, we spend all of our time figuring out how to provide the best support possible over the phone and through email to homeowners all across the country (and in Canada) who need help whenever their home technology stops working. And we want our support service to be so good that these homeowners are willing to pay every month to have access to our support.

What would a typical day look like for you in this role?

As a Client Receptionist, you will act as a first-point-of-contact via telephone for homeowners looking for assistance with their smart home systems. You will be responsible for answering, screening, and forwarding all incoming support requests inside and outside of regular business hours.
You will escalate incoming calls to our support team, or notate them for follow-up at a later time, based on the level of support for which clients are eligible. It is critical that you set a friendly and supportive tone for all end-users because we believe deeply in the value of providing a warm and personalized tech support experience.
You will work within our web-based ticketing system, interacting directly with our team of Technology Specialists to ensure that guaranteed response times and other important support procedures are consistently adhered to. You will assist in the upkeep of our ticketing system, ensuring that all support events are accurately documented.
When clients call in who are not already subscribed for a membership support package, you will walk them through their options and sell them the appropriate level of support that fits their needs. This will require active listening skills, and a level of comfort with basic sales skills. As you get more comfortable in your role, you'll be expected to assist in training others.
Most of all, you will learn best-practices for providing a kick-ass support experience in the burgeoning “smart home” market!

What should you bring to the table?

• The ability to work 35-40 hours per week, during weekdays and/or weekends (between 8am-12am)

• A naturally friendly and warm personality

• Excellent verbal communication skills – this means you know how to “speak good”

• Excellent writing skills - this means you know how to spell and use grammar and write well structured sentences that make sense to the reader and know how to avoid writing run-on sentences like this one.

• Superb customer service skills - when someone calls for support, it’s because they have a problem. They’re frustrated. Sometimes, they’re even pissed. You will need to be able to assure someone we’re going to take care of them. Every time.

• The ability to evaluate situations in the moment and make quick, appropriate decisions

• A genuine passion for problem-solving

• A self-starter mentality, and capable of working independently when needed

• An unwavering work ethic - our clients and team depend on you

• an impeccable attention to detail and great organizational skills

• an eagerness to learn; an aptitude for learning new technical skills

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to our client experience.

• Do you always have a backup plan? Things rarely go according to plan, so it’s important to be prepared. Or have MacGyver’s cell number.

• Are you frequently putting yourself in others’ shoes? We pride ourselves on being empathetic to any partner’s situation, and give them the benefit of the doubt.

• Do you always dot your i’s and cross your t’s? Attention to detail is a must. We don’t bend on this one.

• Can you keep a secret? Good, because our end-users’ privacy is a top priority.

• Are you happy to lend a helping hand? We’re a small, tight-knit group and at times all wear a number of different hats.

• Are you transparent and do you prefer addressing the elephant in the room? We pride ourselves on being upfront and honest, and believe it’s one of the things that sets us apart from the pack.

• Do you pick up the ball that someone else may have dropped? We’re looking for people that own the company goals beyond just doing their job.

• Are you OK with making a mistake? We are too, as long as we learn from them and don’t repeat.

Job requirements

You're still reading? We already listed these above, under 'what you should bring to the table.' So what are you waiting for....apply, already!