Full-Time Customer Support Representative

Working Schedule & Location: The hours for this position will be 11 AM - 8 PM Eastern standard time. The candidate can be located anywhere in the US as long as they are able to work those hours.Do you enjoy problem-solving?

Are you incredibly organized and have strong time management skills?

Are you a highly motivated customer support representative looking to join a rocket ship company with an awesome culture?

Our ideal team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite.

You will be in the front line of interacting with our customers and you will be the face and voice of Rockbot.

If you love working in a fast-paced, growth environment this could be the perfect opportunity for you.

About the Role: As a crucial member of the Customer Support team at Rockbot, you will have the opportunity to provide high level, white glove customer service to a growing customer base.

In return, you will help us understand our customers’ needs by reporting emerging trends learned from working incoming tickets, chats, and phone calls.

If you’re a self-starter who brings a solid background in high level customer service, we’d like to meet!

You Will:

• Create an amazing experience for all customers
• Have upbeat communication on incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns
• Triage tickets by knowing when and where to escalate issues, customers, etc.
• Solve tickets through 1-touch resolution
• Update customer information in the customer service database during and after each call
• Required to work during some off hours and holidays

You Have:

• Associate’s Degree (AA/AS)
• 2+ years hospitality and/or customer service experience
• Excellent written and verbal communication skills
• Ability to collaborate in a team environment, as well as work as an independent contributor
• Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment
• A can-do attitude and amazing problem solving skills
• Familiarity with ZenDesk, Slack and G suite are a plus
• Flexibility in changing your working hours in order to flex to the business needs.

About Rockbot:

Compensation:

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. The compensation band for this role is $50,000 to $60,000, as well as equity, and benefits for all team members.

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