Client Support Representative at CampMinder

| Greater Boulder Area | Remote
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Date posted: 10/4/21

Time to complete application: 15-20 minutes 

How to apply: https://campminder.com/culture/

Ideal start timeline: October

Compensation: The starting salary for this role is $45,000 plus eligibility for bonus. 

Location: Colorado (Boulder/Denver area) preferred or remote in GA, NC, MI, NE, NJ, NY, TX, or WA. 

________________________________________________________________

At CampMinder, we build web and mobile products that help summer camps streamline their business operations. As a member of our Support team, you’ll be interacting with our incredible camp leaders when they reach out for help. Your mission is to provide world-class support with empathy, humility, and heart. CampMinder’s #1 priority is employee engagement and our mission is to foster a world where work is fulfilling and life is fun - for our employees, camps, and families we serve.  Since 2001, CampMinder has been an industry leader with over 900 camps and 500k+ campers throughout the United States and beyond.  

The Role

Our support philosophy centers around empathy, humility, and heart. As a Client Support Representative at CampMinder, you’ll help camp directors, staff, and parents navigate our platform and answer questions whether they call in or 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 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: 

  • Deepen and broaden your understanding of the CampMinder platform. We’ve developed a comprehensive, 5-week training to ignite your career here! 
  • Refine your phone and email communications so they are efficient, empathetic, comprehensive, tactful and clear
  • Have an eye out for any product or procedural improvements; you take ownership to move that forward or implement with your team
  • 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 in emotionally charged conversations. You’re able to imagine yourself in somebody else's shoes and meet them where they are 
  • You proactively look for more ways to add value, contribute, and keep learning 

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 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 your fellow CSRs. 
  • 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 a 1:1 with your manager where you discuss your personal and professional development, upcoming time off, advice on a challenging case you experienced. 
  • 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. 

A few of the benefits we’re proud to offer: 

  • Wide selection of medical, dental, and vision coverage options (the company's contribution covers 100% of at least one option for each)
  • A variety of resources to support mental health and emotional well-being
  • 12 weeks of paid parental leave for all new parents, including via surrogacy and foster care
  • 401(k) with 4% company matching, vested immediately 
  • Trust-Based (flexible) PTO (and yes, we use it!) 
  • Monthly wellness allowance

Working Location: 

Our employees have the option to work mostly remote, mostly at home, or mostly at the office. Currently, employees working on-site are required to show proof of COVID-19 vaccination. We are beginning to host office socials and celebrations again so it’s great to have local folks excited about joining us in-person occasionally. We require anybody working remote to have a very reliable, high-speed internet connection.


EVERYONE IS WELCOME HERE. We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other marginalized groups.

Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you're not sure whether you meet our qualifications. We'd love to have the opportunity to consider you!


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • AWS (Amazon Web Services)Languages
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • OmnigraffleDesign
    • Google DriveManagement
    • Google DocsManagement
    • SlackManagement
    • CA Agile Central (Rally)Management
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail

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!

An Insider's view of CampMinder

What are some social events your company does?

At CampMinder, we go above and beyond to ensure everyone is culturally included. Whether it's happy hour at a brewery, flying the whole team in for our annual kickoff, a competitive game of kickball in the park, or a video hangout with lunch from the company, there's plenty of ways to socialize and build relationships with other 'Minders.

Troy

QA Automation Engineer

How do you collaborate with other teams in the company?

The Solutions Team is uniquely positioned within CampMinder in that we interact quite frequently with the Client Services, Product, and Engineering Teams. In many ways we act as an intermediary, translating client pain points communicated to us by Client Services into well defined improvements that our Product and Engineering Teams can implement.

Charly

Data Ops- Solutions Specialist

How does the company support your career growth?

CampMinder really supports personal goals and development. While interviewing, I shared that I was thinking about getting my bachelor's degree while working and my manager’s reaction was overwhelmingly positive. She shared many ways they would be flexible. They weren’t deterred from extending me an offer and I'm learning more than I imagined now!

Azariah

Client Support Representative

How do you make yourself accessible to the rest of the team?

I believe that the human connection is important when we work together. Therefore, I have regularly scheduled 1 on 1’s with each person on my teams. In addition, I remind everyone to always feel free to come to me and discuss any topic. Even if I am going through a very busy period, I will prioritize someone's need/want to have a conversation.

Lazar

VP, Software Engineering

What are some things you learned at the company?

The product world has many ways to build indispensable products. I learned that truly stellar products need strong client relationships so they feel heard and supported. I learned the value of working with engaged, candid, driven, and joyous co-workers everyday. I'm proud of to see the positive impact that our whole product experience brings them.

Marissa

Product Manager

What are CampMinder Perks + Benefits

CampMinder Benefits Overview

A few of the benefits CampMinder is proud to offer:
--Wide selection of medical, dental, and vision coverage options (the company's contribution covers 100% of at least one option for each)
--A variety of resources to support mental health and emotional well-being
--12 weeks of paid parental leave for all new parents, including via surrogacy and foster care
401(k) with 4% company matching, vested immediately
--Trust-Based (flexible) PTO (and yes, we use it!)
--Monthly wellness allowance

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
DEI taskforce is a group of stakeholders from each department that meet regularly and drive priorities. Other fun slack groups include: PlantMinder, CampFire_Council, Frisky Whisky, DogMinder, etc
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Our leadership team does an annual unconscious bias training course. Our Talent & Culture team leads a training for every interview team on equitable hiring practices and unconscious bias.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our DEI Taskforce is individuals from across the company helping drive the priorities of our DEI goals. One outcome has been to develop a live resource group and educational hub for employees.
Hiring Practices that Promote Diversity
We have audited all our recruiting and hiring processes to be aligned with highly equitable practices. Our hiring teams are trained routinely and coached along each step of our hiring pathway.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees enrolled in compatible insurance plans may make pre-tax contributions to a Flexible Spending Account (FSA) or Health Savings Account (HSA).
Disability Insurance
Short and long-term disability insurance is 100% paid by CampMinder.
Dental Benefits
CampMinder offers 10 dental plans to choose from to fit your needs. The company makes a monthly contribution toward premium costs based on coverage level.
Vision Benefits
CampMinder offers 4 vision plans to choose from to fit your needs. The company makes a monthly contribution toward premium costs based on coverage level.
Health Insurance Benefits
CampMinder offers 20 medical plans to choose from, including PPO, HDHP, and HMO options. The company makes a monthly contribution toward premium costs based on coverage level.
Life Insurance
Life Insurance is paid 100% by CampMinder.
Pet Insurance
Optional pet insurance available.
Wellness Programs
CampMinder provides weekly seasonal produce deliveries, an on-site meditation room, and a $25/month wellness stipend, among other offerings.
Mental Health Benefits
CampMinder has a fully-paid Employee Assistance Program which enables three free counseling sessions per case topic requested. This has been a great support for folks!
Retirement & Stock Options Benefits
401(K)
401(k) plans are offered through Transamerica. Employees are eligible to begin contributing after their first paycheck.
401(K) Matching
CampMinder matches employee contributions 100% on the first 4% of their salary and contributions are vested immediately.
Performance Bonus
Profit-sharing bonus based on company financial performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
Eligible employees may take up to 12 weeks of Parental Leave for a birth, adoption, or foster care placement. Two weeks will be compensated at 100% and 10 weeks will be compensated at 60%.
Flexible Work Schedule
Employees are encourage to work when/how they work best. This could look like exercising over lunch, walking meetings, working alternative times of day if you need, and taking plenty of personal time
Remote Work Program
CampMinder has allowed employees to choose how they wish to work: mostly at home, some at the office, mostly at the office. We support employees with internet stipends, workstation needs, and travel
Family Medical Leave
CampMinder offers up to 12 weeks of job-protected leave per year for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
We offer Trust-Based PTO, meaning there is no formal cap on time that can be taken. This approach relies on candid sharing of wants and needs, taking individual, team, and business needs into account.
Generous PTO
We have no formal cap on employee PTO. On average, our employees take 4-5 weeks of vacation per year.
Paid Holidays
CampMinder offers all employees paid time off to observe eight major holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
CampMinder keeps a rotating local beer on tap.
Casual Dress
Commuter Benefits
Through a partnership with WageWorks, CampMinder allows employees to pay for commuting expenses, including qualified transit passes, through pretax payroll deductions, saving employees between 25-40%.
Company Outings
We plan regular opportunities to have fun together. Some examples this year include, a holiday party at a local brewery, an outing to Punch Bowl Social, & an end-of-summer celebration at Boulder Res.
Game Room
Our game room includes Video and board games
Stocked Kitchen
CampMinder offers coffee, tea, snacks, and occasional catered luncheons for employees working in the office!
Some Meals Provided
We provide free lunches and snacks during our all-company meetings!
Happy Hours
CampMinder hosts an all staff, on-site happy hour following our quarterly meetings.
Parking
CampMinder offers ample on-site parking in our lot, as well as bike racks if you prefer the two-wheel mode of transportation.
Pet Friendly
Don't want to leave your fur baby at home? That's great, because we welcome dogs at CampMinder! We also offer pet insurance.
Fitness Subsidies
CampMinder offers a $300 annual allowance ($25/month) that can be used toward a variety of wellness-related purchases like race registration, yoga, wearable devices, massages, gym memberships, & more.
Home Office Stipend for Remote Employees
Employees who choose to work mostly at home will receive assistance purchasing any necessary office equipment!
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Time allotted for learning
All employees are encouraged to dedicate time each week towards their personal or professional development goals.
Customized development tracks
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