Client Support Representative

| Greater Boulder Area
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Who We Are

At CampMinder, we build beautiful technology for camps.  We support our clients with empathy, humility, and heart.  With our values-based decision-making framework, we foster a powerful and fulfilling experience for employees and clients alike.

Our #1 priority is  employee engagement. Engaged employees bring their best selves to work and create the best experience for our clients. This is why our mission is to create a world where work is fulfilling and life is fun -- for our 50+ employees and the 900+ camps we serve. This focus has resulted in national recognition; we were named one of Outside Magazine’s Best Places to Work in America for the last three years in a row and, in 2019, one of INC. Magazine’s Best Workplaces.  

You’ll thrive here if you share our core values and get excited about the idea of helping our summer camp clients and their camp families achieve their goals.  

The Role

As a Client Support Representative at CampMinder, you’ll help camp directors, staff, and parents navigate our platform and answer questions when they call in and submit help tickets. Every day, you’ll learn something new about our platform, clients, and the camp community.  You’ll  advise and empower clients by providing conscientious, comprehensive, and knowledgeable support. You’ll learn how we approach challenging situations with empathy, kindness, and ownership at each step of the process through resolution. Your work will enable camps to optimize their business processes in order to spend time creating a positive impact for kids. 

In this role: 

  • You will continually deepen and broaden your understanding of the CampMinder platform (we say it takes at least a year to truly have a command of it)
  • You will refine your phone and email communications so they are efficient, empathetic, comprehensive, tactful and clear
  • You will always have an eye out for any product or procedural improvements; you take ownership to move that forward or implement with your team
  • You will apply your meticulous attention to detail to help you keep updated and accurate records of relevant information in our CRM

Do many or all of these describe you? 

  • You have thrived in a role where you directly supported clients for the majority of your day.
  • You seek out opportunities to help others.
  • You’re often  the “go-to” friend for technology help because you quickly learn new software/technology and teach it to others.
  • You’re able to rapidly think through and solve complex problems.
  • You’re able to teach and explain processes clearly and efficiently on the phone and in writing.
  • You have the ability to stay  calm and tactful in emotionally charged conversations. You always look for more ways to add value, contribute  more, and keep learning.
  • You’re able to imagine yourself in somebody else's shoes  and meet them where they are.

A typical day as a CSR (working remotely) at CampMinder: 

  • Starting times are staggered for our CSRs so you might hop on the phones between 7am or 9am depending on your shift. Before your daily group stand-up meeting, you get a jump on some tickets (support requests from clients) that are in the queue. You quickly prioritize the three most urgent and dive in. Using your masterful CRM (Salesforce and CampMinder) skills, you zip through them and respond to each client with eloquent and clear instructions that solves their problem and educates them for future cases.  
  • During the team stand up, you’ll align on priorities for the day, give and get updates on client cases and interactions, and engage with other team members in a meaningful and light-hearted manner.
  • Back on phones, it’s a breeze for you to walk clients through a solution to their question and you also find a few other features to teach them along the way. You both sign off the call feeling great and you proceed to document relevant notes in our CRM.  
  • Calls and tickets continue for the morning, you occasionally check in to our company Slack to read any new release updates and notes from the team. There are often a few hilarious posts or dog photos your colleagues have shared too.
  • This afternoon you have your bi-weekly 1:1 with your manager where you bring up anything you wish to discuss. 
  • After a mix of short, long, simple, and challenging calls and tickets in the afternoon, you sign off feeling confident in your abilities to help our amazing camp clients power through our platform. 

Role Location : Due to COVID-19, all CampMinder employees are working from home for the foreseeable future. We ask that you have a reliable, high-speed internet connection and be available during the hours of 7am-5pm Mountain Standard Time. In the event we reopen the office in some capacity, you will need to live within reasonable commuting distance from the office in Boulder, Colorado and be willing to work on-site 1-2 days per week.CampMinder Employee Benefits   

  • Paid parental leave for all new parents
  • Medical, dental, and vision coverage
  • Company-paid disability and life insurance
  • Trust-Based (flexible) PTO 
  • Monthly wellness allowance
  • Supportive co-workers and leadership
  • Focus on learning and growth

Starting Salary: $45,000

You should apply even if you don’t feel that your credentials are a 100% match with the position description. We are more than happy to review relevant skills and experience, and your cover letter is the perfect opportunity for you to share how your background and career ambitions align with this role. 

If this sounds like a fit, we look forward to hearing from you!  

Estimated time to complete this application: 40-60 minutes

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Location

CampMinder empowers their 'Minders to choose how they work best. Depending on which option they choose: Mostly at home, Some at the Office, Mostly at the Office, CampMinder equips them to be successful. Our office in Boulder is located near walking/biking paths, breweries, and coffee shops!

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