SUMMARY
The Customer Support Associate works closely with customers to answer questions and resolve issues that arise in a prompt and professional manner. Providing support to all departments within Thnks, the Support Associate is critical to the success of Thnks.
DUTIES AND RESPONSIBILITIES
- Interact with customers via email and live chat
- Occasionally hop on customer calls via phone or video chat
- Maintain response time of less than 3 minutes
- Maximize response efficiency and accuracy using pre-written replies
- Solve complex issues within the customer experience
- Report platform issues to the Product team
- Coordinate with the Marketplace team regarding Thnks availability and supply issues
- Resolve client issues from all departments internally and externally
- Educate customers on the value and versatility of Thnks
- Champion compassion and excitement towards our clientele
- Communicate with vendors to rectify shipping and supply issues
NECESSARY SKILLS AND QUALIFICATIONS
- 2 - 3 years experience in a customer facing role
- Ability to type above 50 words per minute
- Strong relationship building skills, with both internal and external stakeholders
- Self-motivated team player with a collaborative and consultative style
- Ability to communicate clearly and tactfully when dealing with customer questions and challenges
- Ability to prioritize, multi-task, and perform effectively in a fast-paced, dynamic environment
SUCCESS IS…
- Maintaining an under 3 minute response time
- Achieving a 90% or above customer satisfaction score
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation package:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Customer service: 2 years (Required)
Ability to Commute:
- Franklin, TN 37064 (Required)
Ability to Relocate:
- Franklin, TN 37064: Relocate before starting work (Required)
Work Location: Hybrid remote in Franklin, TN 37064