Customer Success Specialist

$45,760 - $45,760/Yr

Uplift Desk - Austin, TX

Full-time - Entry Level

Austin, TX

11-50 employees

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. You will be expected to handle a significant volume of customer interactions daily, demonstrating your ability to work quickly and prioritize effectively in a fast-paced environment. In this position, you will become an expert on UPLIFT products, which will enable you to assist customers with inquiries regarding product features, warranty claims, and order modifications. You will follow established troubleshooting protocols to address customer concerns and ensure that all interactions are documented accurately. Additionally, you will be responsible for understanding and communicating our return, warranty, and shipping policies to provide customers with precise information. Your success in this role will be measured by your ability to meet the Customer Service Team's quality and productivity goals while fostering a collaborative team environment that encourages continuous learning and improvement. UPLIFT Desk is committed to creating a supportive workplace culture that values employee well-being and professional growth, making this an exciting opportunity for individuals passionate about customer service and product excellence.

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

• 401(k) with 4% company matching and instant vesting after one year.
• Dental insurance.
• Disability insurance.
• Flexible spending account (FSA) for healthcare and childcare costs.
• Health insurance with multiple plans available.
• Life insurance coverage.
• Generous paid time off.
• Free UPLIFT Desk after one year of employment.
• 50% discount on all UPLIFT products.
• Free healthy snacks and drinks.
• On-the-job training and skills development.