What are the responsibilities and job description for the Solutions Center Representative position at BioLite?
Title: Solutions Center Representative
Hours: Full-time
Location: Draper, UT. You will be on-site with the opportunity for occasional remote work.
Role reports to: Solutions Center Manager
Compensation: A base salary range of $20-$23 per hour, depending on candidate experience.
Our Benefits
BioLite is a for-profit social enterprise that develops, manufactures and markets distributed energy solutions for off-grid communities around the world. Our business serves two distinct markets, 1) developing-world families living in energy poverty, and 2) outdoor enthusiasts seeking fuel-independent cooking and electricity.
BioLite believes in a bright and safe future for all, and that includes life at work. BioLite is proud to be an equal opportunity workplace where we strive to enable everyone to show up as their full selves. An inclusive environment and culture makes our solutions better and our entire team smarter. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
This Role
BioLite is looking for a dedicated Customer Service professional to join our Solutions Center team. You will be an important representative of the BioLite brand, providing support to our customers. You will deliver outstanding customer service over email, chat, and phone by problem-solving technical issues, providing end-user support, ensuring customers are using our products correctly, and facilitating a seamless ordering process. You will also flag trends in customer cases to other teams (i.e. quality and logistics teams) to solve ongoing issues that our customers raise.
You Will
Please include a cover letter explaining why you're a good fit for this position and PDF of your resume.
You must be authorized to work for an employer in the U.S. BioLite is unable to sponsor or take over sponsorship of an employment Visa for this position.
Hours: Full-time
Location: Draper, UT. You will be on-site with the opportunity for occasional remote work.
Role reports to: Solutions Center Manager
Compensation: A base salary range of $20-$23 per hour, depending on candidate experience.
Our Benefits
- Comprehensive healthcare plans (medical, dental, vision). BioLite pays 90% -100% of monthly premiums, depending on plans selected.
- Paid holidays, PTO, and family leave
- Community bonus plan and equity stock options.
- Referral Program
- Adventure Stipend (after two years)- matched vacation and PTO to go on an adventure that aligns with BioLite's mission (outdoor recreation, climate, social impact).
BioLite is a for-profit social enterprise that develops, manufactures and markets distributed energy solutions for off-grid communities around the world. Our business serves two distinct markets, 1) developing-world families living in energy poverty, and 2) outdoor enthusiasts seeking fuel-independent cooking and electricity.
BioLite believes in a bright and safe future for all, and that includes life at work. BioLite is proud to be an equal opportunity workplace where we strive to enable everyone to show up as their full selves. An inclusive environment and culture makes our solutions better and our entire team smarter. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
This Role
BioLite is looking for a dedicated Customer Service professional to join our Solutions Center team. You will be an important representative of the BioLite brand, providing support to our customers. You will deliver outstanding customer service over email, chat, and phone by problem-solving technical issues, providing end-user support, ensuring customers are using our products correctly, and facilitating a seamless ordering process. You will also flag trends in customer cases to other teams (i.e. quality and logistics teams) to solve ongoing issues that our customers raise.
You Will
- Track and respond to customer inquiries over email, chat, and phone using ZenDesk and take actions in Shopify and NetSuite.
- Deliver a positive customer experience by providing prompt, courteous, and thorough responses.
- Achieve 1 Day average first response times and answer 90% of tickets within 1 business day.
- Respond to approximately 70 - 80 tickets per day, depending on ticket volumes. If the assigned tickets fall below this expectation, the representative should aim to resolve all new and reopened tickets by the end of their shift.
- Develop an understanding of BioLite’s full product portfolio and logistics systems to consistently provide accurate and complete information to our customers.
- Authorize and process customer returns and warranty replacement claims. Provide documentation to make the process pain-free for our customers.
- Monitor and flag trends in customer cases; collaborate with other teams at BioLite to track and permanently solve common customer issues.
- Write articles for the internal knowledge base and BioLite help center, both through the ZenDesk platform.
- Support process improvement projects.
- Experience in customer or technical support in consumer electronics. At BioLite, you will have very few scripted interactions with customers - most of your interactions will require thinking critically and coming up with responses based on your knowledge of the company, the systems we use, and the products we sell. BioLite products are all consumer electronics including rechargeable batteries so a knowledge of or interest in electronics will be beneficial in this role.
- Experience working with Excel, Word, and Google documents. You will need to create and share documents which may include building simple tables to share data. The ability to use data-preparation formulas will be helpful but is not required.
- An interest in technology. You are excited to learn about BioLite’s product portfolio and even more excited to help our customers get the most out of their products.
- An eagerness to implement technology tools to ensure efficient customer support and reporting.
- Familiarity with CRM systems and best practices. Knowledge of NetSuite or Zendesk.
- Professional hands-on experience in Shopify or any e-commerce platform
- Experience handling support requests from a variety of different channels. You have a proven track record of hitting targets.
- Experience working in a dynamic environment and collaborating effectively with team members.
- The ability to manage stress in a professional setting.
Please include a cover letter explaining why you're a good fit for this position and PDF of your resume.
You must be authorized to work for an employer in the U.S. BioLite is unable to sponsor or take over sponsorship of an employment Visa for this position.
Salary : $20 - $23
