Customer Service Associate

Responsibilities:

• Swiftly responding to incoming support tickets (via live chat and email), helping to educate existing and potential Omni members, navigate bugs, and resolve issues.
• Provide leads and customers with accurate, succinct and helpful information no matter the situation
• Acting as the primary point of contact between individual customers and the Omni Operations team, communicating with Shift Leads and Concierges to ensure that customer experiences are top-notch
• Assisting with business account management, working with Operations to ensure item processing and check-outs are completed to contract specifications
• File and manage customer claims, working with the Customer Success Manager to research and identify resolutions
• Working closely with leadership to ensure individual and team goals are met
• Improving day-to-day processes and best-practices
• Weekend, evening, and holiday shifts are required

You are:

• A jack of all trades: every new task is an opportunity for you to learn and improve your skills
• A customer success missionary: You are maniacal about the customer and their experience using Omni, and fight for every win – be it helping someone schedule an appointment or find the rental item they’re looking for
• Tech-savvy: you thrive using the latest web-based applications and get nerdy about it
• Empathetic: you understand that we’re handling people’s personal belongings and working with their schedules, and instinctively advocate for them.
• A born communicator: you have experience collaborating with cross-functional teams, and can get your point across both interpersonally and asynchronously. You accept that picking up the phone and calling is sometimes the best path to swift resolution.
• Proficient with Google Apps, Slack, and Intercom or other CRM service
• 2+ years of customer service experience
• BA/BS degree preferred, but not required