What are the responsibilities and job description for the Full-Time Customer Support Agent position at AccuLynx?
Working for AccuLynx:
AccuLynx is a fast-growing SaaS provider of CRM/project management software for roofing contractors. With more than 10 years in the business and impressive year-over-year revenue growth, we have quickly established ourselves as the leading software product in this multi-billion dollar industry.
AccuLynx is looking for a Full-Time Customer Support Agent to join us in our Beloit, WI office! A Customer Support Agent will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best Customer Support Agents are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Support Agents can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to Customer Support Agents. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The end goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. If this sounds interesting to you, please read on!
What You Will Do:
- Manage large amounts of incoming calls, identifying needs and assisting customers with the use of our industry leading web-based application
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, updating ticket-tracking system with call details
- Escalate trouble tickets to the correct department for resolution
- Build sustainable relationships with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team KPI targets and call handling quotas
- Follow communication procedures, guidelines and policies
- Perform other related duties as assigned
Your Qualifications:
- High school degree or Associates degree in IT related field (preferred)
- 1-3 years of prior customer support experience and strong customer orientation
- Excellent verbal and written communication skills; must be able to communicate effectively with end users with a variety of levels of technological knowledge
- Technology must be a passion
- Ability to prioritize and manage time effectively; taking both calls and chats from customers while documenting
- Must be able to sit for extended periods of time
Why We Love AccuLynx:
AccuLynx’s success as the #1 business management software for roofing contractors over the past 11 years is thanks to us investing in our employees, maintaining company values and focusing on a strong company culture. Our positive work environment has allowed us to retain employees that have been with us since our company’s inception and has provided the solid groundwork for us to develop an industry-leading product while exceeding our customer’s expectations. Because of our commitment to our company values and culture, we were recently officially recognized as a Great Place to Work Certified™ organization, with 90% of our employees naming AccuLynx as a great place to work.
We’re proud to regularly be recognized for software, product and company culture achievements. Our team’s shared belief in AccuLynx's mission promotes a culture of collaboration, innovation and fun. We have built a benefits program to match the strength of our team. This program includes:
- Attractive compensation packages
- Flexible paid time off - 3 weeks off in your first year!
- Competitive health coverage (medical, dental, vision)
- Free snacks and drinks
- 401K matching and safe harbor contributions
Position is based in Beloit, WI only, and full-time remote work is not an option at this time. Applicants must be able to work legally within the United States, and we currently do not offer H1B Visa sponsorship. Please, no 3rd party inquiries.
AccuLynx is an Equal Opportunity Employer committed to inclusion and employing a diverse workforce. All applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, or other legally protected characteristics.
