Hay House is a mission-driven company dedicated to supporting positive change in the world by helping all people to grow in mind, body, and spirit. With a diverse community of customers, authors, and staff, Hay House offers products and resources that empower, educate, and inspire. . .
Location: Remote, United States
Department: Customer Service
Job Type: Full-Time
About This Role
- If you’re looking for an enjoyable place to work that values your ideas, encourages your growth, rewards you for your excellence and prioritizes work-life harmony (yes, we have a 4-day work week), join us!
Why Join Our Team?
- Our Customer Care department is looking for a skilled technical support individual to join our team! The perfect candidate displays an outgoing positive attitude, thrives on challenges, is solution-driven, and is experienced in providing customer support via, live chat, through a robust Zendesk ticketing system and occasionally, voice. Primary responsibilities include assisting customers with technical support, troubleshooting, writing and compiling workflows in an automated response environment and other support-related inquiries within our eCommerce platforms.
Tasks and Obligations
- Provide dynamic customer support through diverse channels including email, live chat and phones
- Serve as a Zendesk automation power-user, proficient in designing and implementing automated solutions to enhance efficiency, responsiveness, and overall effectiveness in customer support operations.
- Adapt to the evolving landscape of customer interactions, going beyond routine processes to address complex issues
- Demonstrate flexibility and adaptability by engaging in dynamic tasks and collaborating across departments to resolve issues efficiently.
- Utilize various tools and features, including AI assistants and external applications, to enhance both agent and customer experiences in an omnichannel environment.
- Embrace the challenge of becoming a product specialist for various product lines, acquiring technical expertise, and handling escalated situations with empathy and precision.
- Maintain satisfaction levels while providing exceptional service to large volume of calls, emails, and live chats.
- Keep accurate records of all customer interactions and transactions by recording details.
- Manage sensitive payment processing information with utmost discretion, ensuring the accurate and secure processing of orders, refunds, exchanges, and cancellations in compliance with stringent security protocols
- Troubleshoot and resolve technical issues.
- Communicate and report user feedback to department management, actively contributing to the enhancement of the overall customer experience.
- Follow and maintain company standards, policies, and procedures during all customer interactions.
- Showcase a dedication to ongoing learning and growth, challenging and surpassing outdated stereotypes linked to traditional customer service roles.
- Achieve and surpass individual as well as team objectives in both sales and service performance.
- Follows and occasionally creates/edits Standard Operating Procedures including, but not limited to, Web Security, GDPR and CCPA related processes, inventory and fulfillment processes, payments processes, etc
- Performs a variety of administrative duties in support of own projects and customer care/web/marketing teams.
- Supports any additional requests for new projects and evolves with the digital marketplace.
Requirements
- Zendesk proficiency, with working knowledge of workflow configuration, trigger setup, and macro creation for streamlined customer support.
- Accomplished customer service professional, skilled in handling diverse inquiries with a proven record of excellence.
- Tech-savvy and adaptable with a positive, friendly demeanor
- Strong verbal and written communication
- Maintains composure in high-pressure situations
- Self-motivated team player, excelling in independent or collaborative settings.
- Exceptional listening skills, providing swift and effective solutions to customer needs.
- Advanced troubleshooting skills, approaching challenges with a persistent, solutions-oriented mindset.
- Efficient multitasker, prioritizing responsibilities for timely issue resolution.
- Committed to problem-solving excellence and critical thinking in addressing complex challenges.
- Proficient in managing high chat and email volumes with efficiency and quality.
- Detail-oriented with expertise in processing orders, refunds, exchanges, and cancellations accurately.
- Team-focused achiever, fostering positive collaboration and contributing to shared goals.
- Skilled in browser-based phone systems, ticketing, and live chat platforms for seamless communication.
- Comfortable working in the mind-body-spirit genre
Additional Requirements
- High school diploma
- 3+ years of prior work experience with online web customer support via voice software, email ticketing system, live chat, and other CRM systems
- Prior experience in technical support
- Prior experience working remotely
- Prior experience in Zendesk Talk, Live Chat and Support Ticketing system
Salary Cap
$20.00 – $20.00 Hourly
Benefits
- Comprehensive Medical, Dental, and Vision Insurance
- PTO, Pay in Lieu of Time Off, and Shared Leave
- 9 Paid Holidays + Floating Holiday
- Winter Break – 4 additional days off
- 401k Match – Up to 6%
- Company paid Short-Term & Long-Term Disability
- Company paid $50K Life/AD&D Insurance
- Emergency Savings Account + Company Contribution
- Flexible Spending
- Health Savings Account
- Gym Membership Discounts
- Professional Development & Education Assistance
- Employee Assistance Program (EAP) for you & family
Application Procedure
To apply, click on the “APPLY NOW ” button and upload your resume or fill the mandatory job application form manually using English language.