Swooped Hiring for Customer Support Specialist at United States Full Time

About Our Client

At the hiring company, they believe in the power of joy and connection. Their small batch popcorn sold through a user-friendly app allows organizations to focus on what they love. Their values – people matter, deliver excellence, own it, and enjoy the ride – guide the journey.

As featured on the Today Show, the hiring company is not just about the product – they have a strong social mission. They partner with purposeful organizations to benefit students and youth athletes. They’ve helped organizations raise over $200M and 50% of sales goes directly to their customers.

About the role

The hiring company’s team has grown over 40% the past year and is on track to do that again in 2023. To support this continued growth, they are looking to bring on another Customer Support Specialist to join their team. This person will be responsible for providing an excellent customer experience by assisting all customer requests and questions in a timely manner. The hiring company values their customers and is looking for a team member who will prioritize the customer experience by meeting and exceeding the expectations of those who need assistance.

Responsibilities

• Provide assistance to customers in a timely manner by responding to tickets as they are routed/assigned via phone, email, or chat.
• Ensure all communications with customers are up to quality standards by meeting and exceeding expectations.
• Efficiently assist customers in a respectful, professional, and joyful way.
• Analyze and any product malfunctions.
• Update the internal database with information about technical issues or useful discussions with customers.
• Follow up with customers as needed to ensure the issues were resolved.
• Gather customer feedback to share out with cross-functional teams such as Product and Marketing.

Experience & Skills

• Diplomacy, tact, and poise under pressure when working through customer issues.
• Quick learner with strong technical aptitude.
• Strong ability to multitask and work in a fast-paced environment.
• Excellent communication skills (both verbal and written).
• Obsessive and unwavering commitment to making customers successful and earning their trust.
• High school diploma or GED or equivalent experience which developed the ability to perform tasks required by a customer support specialist.

Nice to Have:

• An understanding of CRM systems.
• Previous customer service experience.
• Applications used to handle customer inquiries.

Benefits

• Competitive pay.
• Autonomous work environment.
• 401k with 4% Match.
• Health Insurance, Dental & Vision offered with competitive company contribution.
• Comprehensive Employee Assistance Program (EAP) available to all employees 24/7.
• Healthiest You (teladoc service) covered 100% by the hiring company.
• Company sponsored disability and life insurance.
• Working with amazing charity partners and helping kids.
• Relaxed, Fast-Paced work environment. (It’s a thing, they swear).
• Company events (Happy Hours, Massages, Ice Cream Trucks).