Customer Service Representative
Company Overview:
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified...
The company has an aggressive road map of new features, customer requests, and new product releases. Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative for our Software-as-a-Service (SaaS) platform. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products.
You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills. Responsibilities:
Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone and screenshare.
Respond promptly and professionally to customer inquiries, troubleshoot technical issues, and provide guidance on product features and functionalities.
Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction.
Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers.
Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system.
Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and feedback.
Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs.
Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers. Qualifications:
Bachelor's degree or equivalent experience in a related field.
Previous experience in customer service or support roles, preferably in a SaaS or technology-related industry.
Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.
Strong problem-solving skills and the ability to troubleshoot technical issues independently.
Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems.
Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
Proficiency in using CRM software and other support tools is preferred.
Proficiency in Microsoft applications and tools.
This entry level, Customer Service Representative position offers an exciting opportunity to be part of a dynamic team and make a meaningful impact on our customers' experience with our SaaS products. If you are passionate about providing exceptional customer service and thrive in a collaborative environment, we encourage you to apply. Preferred Skills:
Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365
Bachelors degree (or equivalent experience)
Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks.
Ability to perform in a dynamic and fast-paced environment.
Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.
Benefits And Perks
Health Insurance
Dental Insurance
Vision Insurance
401k & Company Match
Generous PTO & Company Holidays
Quarterly Company events
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