Customer Service Specialist

Odeko is seeking motivated individuals to join our customer support team! The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Odeko community. You must have excellent communication skills, and a strong sense of empathy. 

Key responsibilities:

• Act as the first point of contact for all customer support questions via phone, email and social media
• Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for the Pacific Northwest region 
• Troubleshoot user problems with the Odeko app
• Document all support contacts in a CRM system
• Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc. 
• Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner 
• Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
• Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics
• Partnering with on site warehouse operations teams and local customers to ensure a positive customer experience. 

Qualifications:

• Passion for customer care and a genuine desire to help our customers resolve issues  
• 1­+ years experience in customer service
• Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
• Strong writing skills and impeccable attention to detail
• Computer proficiency required
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Experience balancing multiple tasks and customer needs simultaneously
• Ability to prioritize your workday independently.
• Flexible schedule, willing to work off­ hours and weekends 
• This position is remote with occasional site visits to customers or warehouse locations in the Pacific Northwest area

Position is an L1 with compensation between $52,000 - $60,000 

Last updated on Aug 20, 2024