Customer Care Associate (before 3/7/18)
Who we are...BombBomb makes it easy to use simple videos to build relationships through email, text and social media. Our team is scrappy and intelligent. Competitive and collaborative. Fun-loving and tenacious. We're close-knit and love adding new talent to the mix. Humanizing the planet can't be done without EXCELLENT people and we want to add you to our already amazing team!
Our offices feature a stunning view of the Rocky Mountains in downtown Colorado Springs, which boasts clean air, low cost of living, and ridiculous outdoor adventures in your backyard. BombBomb offers a unique solution to our target market and we want you to be a part of the tremendous growth we are experiencing.
Who we're looking for...We are looking for a driven team-oriented individual to join our Customer Success Team. Our Customer Care Associates are experienced customer service and support agents who handle the bulk of inbound phone calls, emails, and chats we receive from our existing customers. Their ultimate goal is to strengthen relationships with every BombBomb customer they interact with. If you enjoy helping customers win, being empowered to make business decisions, interacting with a high-level team, and being a part of a thriving culture, maybe this is the right fit for you!
What you’ll do…
- Make our customers happy.
- Maintain a customer satisfaction score of 97% or higher per quarter.
- Establish an appropriate human connection with people by meeting customers on their terms and in their style as observed by your supervisor.
- Regularly exceed the expectations of your customers and coworkers by going one step beyond addressing their immediate need. Document more than one example of this behavior on a weekly basis.
- Be quick, efficient, and effective.
- Use all your resources to provide answers and resolutions as quickly as possible. Help keep time to first reply during business hours under 35 minutes.
- Pull your weight by fielding plus or minus 10% of the average number of phone calls and tickets handled per associate per quarter.
- Help with trend analysis by correctly categorizing all inquiries as verified by audits conducted by your supervisor.
- Advocate for our customers.
- Appropriately identify and escalate all urgent customer matters as observed by your supervisor.
- Appropriately utilize the customer success escalation process to communicate all problems our customers are encountering as observed by your supervisor.
- Every week, report to your supervisor the top three feature requests your customers are making.
- Make it easy for our customers to get the help they need.
- Offer customers products that will enhance their workflow within BombBomb staying within plus or minus 10% of other associates.
- Log in to all customer communication support channels during BombBomb business hours excluding team meetings, approved breaks, and project work.
- Learn, innovate, and grow.
- Establish and achieve “SMART” goals every quarter with your supervisor that yield quantifiable results around sustaining, building, and improving the business. Themes might include training, team building, efficiencies, etc.
- In addition to goals that benefit the company, also work with your supervisor to establish goals around your own professional development. Demonstrate progress in every bi-weekly 1x1 meeting with your supervisor.
Competencies...
Enthusiasm - Exhibits passion and excitement over work. Has a can-do attitude.Intelligence - Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.
Listening Skills - Lets others speak and seeks to understand their viewpoints.
Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
Efficiency - Able to produce significant output with minimal wasted effort.
Empathy - The ability to understand and share the feelings of others.
Attention to Detail - Does not let important details slip through the cracks or derail a project.
Benefits Include...
- Competitive base salary with variable compensation component
- Excellent Medical, Dental and Vision Benefits for you and your family
- 401K Plan + Company Match
- 10 days paid vacation and 5 days of sick leave
- 8 paid holidays
- Weekly company-catered lunch
- Fun workplace: Happy hour every Friday and company game room
- Career growth opportunities