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Customer Care Associate

BombBomb
Sorry, this job was removed at 11:14 a.m. (MST) on Wednesday, April 18, 2018
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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! Bachelor's Degree preferred as well as internship or work experience in an office setting.
 

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
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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
    • People Operations
      • JavascriptLanguages
      • PHPLanguages
      • ReactLibraries
      • Node.jsFrameworks
      • RedisDatabases
      • AWS (Amazon Web Services)Services
      • Google AnalyticsAnalytics
      • TableauAnalytics
      • IllustratorDesign
      • PhotoshopDesign
      • SketchDesign
      • AsanaManagement
      • ConfluenceManagement
      • Google DriveManagement
      • Chorus.AICRM
      • DocuSignCRM
      • LinkedIn SalesNavigatorCRM
      • OutreachCRM
      • SalesforceCRM
      • MarketoLead Gen
      • SlackCollaboration
      • ZoomCollaboration

    Location

    BombBomb is in the heart of downtown Colorado Springs. We are in walking distance of great food, drinks, and entertainment - with amazing views!

    An Insider's view of BombBomb

    What’s the vibe like in the office?

    The vibe at BombBomb is high energy and fun! Since our company is growing rapidly, employees are highly motivated and driven. One of our core values is fun, and that's just what we do all day long! Whether it's through our work or a game of ping pong, the office is always full of life.

    Abby

    Customer Success Manager

    How has your career grown since starting at the company?

    My career has grown in so many ways at BombBomb. I started off on a more traditional design path but through goal setting, leadership support, and team growth I was able to pursue a career path in product design. I was recently promoted to Lead Senior Product Designer, which I would not have been able to do without the support of BombBomb.

    Lisa

    Lead Senior Product Designer

    What are BombBomb Perks + Benefits

    BombBomb Benefits Overview

    BombBomb offers health / dental / vision insurance, flexible PTO and paid holidays, a 401k plan with company match, Short / Long term disability, and company paid life insurance. There are countless perks, including company sponsored lunch on BombBomb Friday, great beers on tap, professional development opportunities, and paid volunteer time.

    As we've become more of a 'remote-first' team, we're pleased to announce these additional perks:
    - monthly internet stipend for all employees
    - one-time home office stipend
    - First Fridays of every month off - to focus on our employees mental health

    Culture
    Volunteer in local community
    BombBomb sets aside philanthropic paid time off for every employee to volunteer to support causes they are passionate about.
    Partners with nonprofits
    BombBomb has established partnerships with Non-profits in our local community, such as Mary's Home and Springs Rescue Mission.
    Open door policy
    OKR operational model
    Team based strategic planning
    Pair programming
    Open office floor plan
    Remote work program
    Diversity
    Mandated unconscious bias training
    Diversity manifesto
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Pet insurance
    Wellness programs
    Mental health benefits
    Financial & Retirement
    401(K)
    401(K) matching
    Company equity
    Child Care & Parental Leave Benefits
    Generous parental leave
    Family medical leave
    Vacation & Time Off Benefits
    Unlimited vacation policy
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Office Perks
    Company-sponsored outings
    Some meals provided
    Company-sponsored happy hours
    Onsite office parking
    Relocation assistance
    Fitness stipend
    Home-office stipend for remote employees
    Professional Development Benefits
    Job training & conferences
    Lunch and learns
    Promote from within
    Mentorship program
    Continuing education stipend

    Additional Perks + Benefits

    Fridays are the bomb at BombBomb! We enjoy lunch as a team every Friday and celebrate newcomers and people living out the core values. The winner gets two weeks in the corner (truly) Awesome Office. There is a walking/biking trail just steps away from our office and you can be IN the mountains within 15 minutes. The million dollar views of Pikes Peak keep us inspired and energized. We're always learning and growing so lunch-n-learns are common - we discuss everything from how to be an authentic leader to the magic of a true Customer Success experience and selling like a boss. Also, #HACKWEEK is legit and our developers wow us every time with their innovative creations.

    View full list of perks + benefits

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