Customer Experience Teammate-Part TIme

Customer Experience Teammate - Part-Time

The Role:

Scout Alarm is currently seeking a Customer Experience Teammate who is interested in joining a quickly growing, funded startup focused on smart home security. This member of our team would provide phone and email support.

This CX teammate will build a personal relationship with our community, answer customer questions and issues via phone/email/community forum, provide technical troubleshooting, and take ownership over any other tasks that pop up throughout the day.

We're looking for someone who is tech-savvy, detail-oriented and loves making people happy. We need someone who isn't afraid to pick up the phone or do what it takes to get the job done. We pride ourselves on our human approach to customer service. We avoid using too many stock replies and elaborate phone trees. This CX teammate should be passionate about keeping Scout's customer support experience personal, friendly, and helpful and understand how this reflects on the Scout brand.

About the Team and Work Environment:

We're a small and close-knit team, who currently works out of an office in the West Loop. When we’re in the office, that is. We can work in the office up to 3 days per week, with Thursdays being our main anchor day in the office, and working remotely the remainder of the week. We have yearly holiday parties, schedule after-work happy hours and other events from time to time. 

The Perks:

• Receive your own Scout Alarm security system to take home and use
• Flexible vacation policy
• Competitive pay ranges from $18 - $23 an hour, depending on experience and availability.

Responsibilities:

• Understand the product inside and out and know how it differs from traditional home security systems on the market
• Handle customer communication via phone, email, and community forum
• Troubleshoot product installations and technical questions
• Handle the processing of orders, returns, and replacements
• Communicate with other department heads and developers regarding common issues

Requirements:

• Loves people and knows how to bring calm to a tense situation
• Fast learner and thrives in environments with a lot of change and unpredictability
• Extremely comfortable with a smartphone and technical troubleshooting
• Must have your own laptop 
• Must be willing to come into the office at least once a month
• Excellent verbal and written communication skills
• Previous experience with phone and email support is a plus
• Ability to work from our Chicago office or remotely
• Critical thinking/problem-solving skills
• Detail oriented
• Must be an Illinois resident

Schedule:

12-30 hours/week, 8 am-6 pm Central.  We’re looking for evening and weekend availability.

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]

Example: Determine and develop user requirements for systems in production, to ensure maximum usability

Qualifications

[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]

Example: Excellent verbal and written communication skills