What are the responsibilities and job description for the Customer Support Specialist position at ClubReady?
JOB OVERVIEW:
Customer Support Specialists will provide the direct line of support to ClubReady customers. Support is provided via three avenues, phone support, live online chat, and via support tickets in ZenDesk. Specialists are rated on metrics defined by the Team Lead and Manager. Bi-weekly reviews of tickets and chat transcripts are to be conducted to ensure that Specialists are providing the best customer service experience possible. Tier II Specialists should be tool experts in all aspects of ClubReady, including hardware, and able to find solutions to the majority of all tickets/requests that come in.
RESPONSIBILITIES & DUTIES:
- Discuss key account customer issues and requests by creating CRM cases.
- Resolve key account customer support tickets while continuously updating clients on tickets that have yet to be resolved.
- Keep updated with franchisees needs by going to franchise meetings, accepting calls from top clients, working with the account managers, and working with product/development on any updates/code pushes made for that particular chain.
- Develop written and video training materials on key accounts.
- Act as a point of contact for customer key franchise accounts.
- Maintain a superior phone voice while handling all situations.
- Ability to escalate issues to appropriate personnel when needed by following structure that’s been put in place.
- Write technical documents to be used by other technicians.
- Have complete knowledge of Key account best practices.
- Provide proactive input for key account issues.
- Provide best practices and common use cases for QA when testing for deployments.
- Perform 50 chats and solve 10 tickets on a daily basis.
- Other duties as assigned.
SCHEDULE REQUIREMENTS:
- This position is currently hiring for various shifts, many of which include 12:00pm - 9:00 pm CST.
- Must have a flexible schedule and be available to work late nights and/or weekend shifts. Inflexibility in scheduling may result in disqualification of the role
- The first 6-8 weeks of employment will consist of mandatory training, scheduled Monday through Friday from 8:00am to 6:00 pm CST. This training schedule is fixed and cannot be adjusted due to the curriculum.
- After successful completion of training, candidates will transition to their assigned schedule.
QUALIFICATIONS AND EXPERIENCE REQUIRED:
- Strong organizational and documentation skills
- Ability to prioritize, problem-solve, multi-task, and meet deadlines and goals
- Skilled communicator (verbal and written)
- Advanced Knowledge of the ClubReady site
- Comprehensive knowledge of Key accounts business practice
Advancement Requirements
- 12-18 months in Customer Support role
- Proven leader on team with ability to train and develop others
*Candidates must be located within the specified states to be considered for this position: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Massachusetts, Minnesota, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington and Wisconsin.*
Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
