[Remote] Customer Care Associate

Note: The job is a remote job and is open to candidates in USA. Pricebook Digital develops and markets sales and pricing software for the HVAC industry and related sectors. They are seeking a Customer Care Associate to manage customer projects, ensure timely deliverables, and provide exceptional support through various communication channels.

Responsibilities

• Manage multiple customer projects and ensure all deliverables are completed on time by respective parties
• Consistently update all internal and customer stakeholders on any progress and/or roadblocks to maintain alignment and transparency, while continually driving the project forward to meet established deadlines
• Develop and foster long-term relationships with customers, built upon trust and having their best interest at heart; manage expectations and navigate customers through challenging conversations, especially by phone
• Coordinate across internal teams to deliver against defined timelines and partner closely during launch to ensure a successful customer onboarding
• Assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions, with a primary focus on customer satisfaction
• Become a Pricebook DigitalTM product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
• Utilize support tools such as Zendesk to efficiently deliver a world class customer service experience
• Work closely with a diverse internal team to provide superior quality customer service and maintain a positive environment
• Champion customer needs internally by providing feedback and communicating customer needs to internal stakeholders
• All other duties as assigned

Skills

• Customer-service oriented
• Ability to work well in a team environment
• Self-motivated
• Good organization skills
• Ability to effectively manage multiple tasks simultaneously
• Attentive to detail
• Ability to learn quickly on the job
• Ability to own tasks and clearly communicate requirements, delays, and completion
• Ability to prioritize a constantly shifting schedule of deadlines
• Excellent people skills: empathetic, patient, confident, good-humored
• Ability to execute top tier customer support by phone, chat, email and other means
• Ability to thrive in a culture of feedback
• Efficiently learn and use complex software quickly
• Ability to teach aspects of software to others
• Efficient and effective problem-solver with strong critical thinking skills
• Intelligent, self-motivated, quick thinking, and fast learning
• Maintain a customer service attitude even in challenging situations
• Organization and attention to detail while multitasking in a fast-paced environment
• Ability to work independently in a remote environment
• Ability to manage and maintain your own IT
• Computer knowledge
• Proficiency in Word, Excel, PDF, and other common work software

Benefits

• Health Insurance - Aetna
• Dental & Vision Insurance - Guardian
• Voluntary Benefits - Voya
• Accident
• Critical Illness
• Hospital Indemnity
• 401K - Guideline
• Paid Vacation
• Paid Sick Leave
• Paid Parental Leave
• Paid Holidays
• Employer Paid Short Term Disability
• Employer Paid Life Insurance
• Other Perks at Work

Company Overview