Customer Success Specialist

$45,760 - $45,760/Yr

Uplift Desk - Austin, TX

Full-time - Entry Level

Austin, TX

About the position

As a Customer Success Specialist at UPLIFT Desk, you will serve as the primary point of contact for our customers, ensuring they receive the highest level of service and support. Your role will involve resolving customer issues, identifying root causes, and determining the best solutions through various communication channels including phone, chat, and email. We are seeking an individual who can work efficiently and prioritize effectively, as you will be responsible for managing a significant volume of customer interactions daily. Your ability to learn quickly and adapt to our products will be crucial in making a positive impact from day one. In this position, you will become an expert on UPLIFT products, which include a wide range of ergonomic office furniture designed to enhance comfort and productivity. You will follow established troubleshooting protocols to assist customers with warranty cases, damaged or missing items, and general inquiries about their orders. Understanding our return, warranty, and shipping policies will enable you to provide accurate information and support to our customers. You will also be expected to document and escalate potential complaints according to our standard operating procedures, contributing to the overall quality and productivity goals of the Customer Service Team. Working in a collaborative, team-centered environment, you will engage in continuous learning and experimentation, which are integral to our company culture. Your role is vital in helping us maintain our reputation for world-class customer service, as we strive to create happier and healthier experiences for both our customers and employees.

Responsibilities

• Answer high quantities of phones, chats, cases, and emails
• Become an UPLIFT product expert across an ever-growing suite of products
• Follow troubleshooting steps with customers and fill out warranty cases
• Assist customers with damaged or missing items
• Review orders, answer questions, and make changes based on customer needs
• Understand return, warranty, and shipping policies to assist customers efficiently
• Identify, document, and escalate potential customer complaints per standard operating procedures
• Work to achieve the Customer Service Team's quality and productivity goals
• Work in a team-centered environment focused on continuous learning and experimentation

Requirements

• 2+ years of relevant Customer Service experience
• Ability to learn quickly and exhibit tech savviness
• Strong work ethic with a high level of empathy, energy, and enthusiasm
• Excellent verbal and written communication skills in a friendly and professional manner
• Ability to work well under pressure, multi-task, and prioritize responsibilities
• Effective self-motivation and time management skills

Nice-to-haves

• Strong organizational skills and attention to detail
• Proficient with Google suite
• Adaptable to change and actively seek feedback

Benefits

• A merit-based environment that rewards growth and accomplishment regardless of seniority
• Generous paid time off
• 4% 401K company matching with instant vesting (after one year)
• Excellent group health insurance available to employees and dependents, including domestic partners
• Flexible spending account (FSA) for health care and child care costs
• Company-paid & Supplementary Life Insurance; Long-term & Short-term disability
• Free UPLIFT Desk (after one year)
• 50% discount on all UPLIFT products
• Free healthy (and not so healthy) snacks and drinks
• On-the-job training and skills development
• A supportive and engaging work culture that promotes healthy living