Salary: $50k

$1,000 Sign on Bonus! (terms and conditions apply)

Role

GigSmart is seeking a professional Customer Service Representative to handle customer service duties for our rapidly growing user base. In this Customer Service Rep role, you will work directly with customers as well as work alongside a growing GigSmart team. You will also work cross-functionally to help build processes to improve the customer experience.

This role will report daily to our office in Downtown Denver, CO. This role requires every other Saturday hours. On the weeks where Saturday hours are required, you’ll have a day off during that week.

Job Description

Responsibilities:

  • On a daily basis, you’ll be participating in outgoing calls, receiving incoming calls, and be responsible for responding to live chat and email support tickets
  • Understand and be able to communicate GigSmart’s mission and values through all interactions with customers
  • Drive KPIs including ticket close rate, and customer feedback scores
  • Help advocate for the customer by identifying pain points in our processes and policies
  • Serve as an escalation point for high touch tickets, or those requiring special resolution
  • Increase customer satisfaction and build loyalty by providing amazing, personal customer service
  • Advocate for customers by gathering, prioritizing and communicating feedback to internal stakeholder

Skills and Competencies:

  • 1+ years providing hands on, high quality customer service via email, live chat or phone
  • Experience with HubSpot or equivalent CRM
  • High proficiency at creating, editing, and proofing customer support email templates, common replies and automated responses
  • Ability to think strategically
  • Possess excellent verbal and written communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Ability to remain professional and courteous with customers at all times

Education Requirements:

  • High school degree

Expectations of a GigSmart Employee:

  • Be positive
  • Work hard
  • Innovate
  • Have passion
  • Continue to learn
  • Exceed expectations
  • Collaborate

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