Join Our Team as a Part-Time Remote Community Engagement Associate
The Role
We’re looking for a skilled technical support individual to join our Customer Care department! If you have an outgoing positive attitude, thrive on challenges, and are solution-driven, we want to hear from you. You’ll be providing customer support via live chat, a robust Zendesk ticketing system, and occasionally by phone. Your main responsibilities will include assisting customers with technical support, troubleshooting, and compiling workflows in an automated response environment within our eCommerce platforms.
Responsibilities
- Dynamic Customer Support: Engage with customers through email, live chat, and phone calls.
- Zendesk Automation Expert: Design and implement automated solutions to enhance customer support efficiency and responsiveness.
- Adaptability: Handle diverse customer interactions, addressing complex issues beyond routine processes.
- Tool Utilization: Use AI assistants and external applications to improve customer and agent experiences in an omnichannel environment.
- Product Specialist: Gain technical expertise on various product lines and manage escalated situations with empathy and precision.
- High-Volume Service: Maintain satisfaction levels while managing a large volume of calls, emails, and live chats.
- Accurate Records: Keep detailed records of all customer interactions and transactions.
- Secure Payment Processing: Manage sensitive payment information securely, processing orders, refunds, exchanges, and cancellations accurately.
- Technical Troubleshooting: Resolve technical issues and communicate user feedback to enhance the customer experience.
- Standard Compliance: Follow and maintain company standards, policies, and procedures during all customer interactions.
- Continuous Learning: Show dedication to ongoing learning and growth, challenging traditional customer service stereotypes.
- Achieve Goals: Meet and exceed individual and team sales and service performance objectives.
- SOP Adherence: Follow and occasionally create/edit Standard Operating Procedures related to web security, GDPR, CCPA, inventory, fulfillment, and payment processes.
- Administrative Support: Perform various administrative duties to support customer care, web, and marketing teams.
- Project Support: Support new projects and evolve with the digital marketplace.
Skills, Knowledge & Abilities
- Zendesk Proficiency: Expertise in workflow configuration, trigger setup, and macro creation for streamlined customer support.
- Customer Service Excellence: Skilled in handling diverse inquiries with a proven record of excellence.
- Tech-Savvy: Adaptable with a positive, friendly demeanor.
- Strong Communication: Excellent verbal and written communication skills.
- Calm Under Pressure: Maintains composure in high-pressure situations.
- Team Player: Self-motivated and excels in both independent and collaborative settings.
- Exceptional Listener: Provides swift and effective solutions to customer needs.
- Advanced Troubleshooting: Persistent, solutions-oriented mindset.
- Efficient Multitasker: Prioritizes responsibilities for timely issue resolution.
- Problem-Solving: Committed to excellence and critical thinking in addressing complex challenges.
- Detail-Oriented: Expertise in processing orders, refunds, exchanges, and cancellations accurately.
- Collaborative: Fosters positive collaboration and contributes to shared goals.
- Browser-Based Systems: Skilled in using phone systems, ticketing, and live chat platforms.
- Industry Knowledge: Comfortable working in the mind-body-spirit genre.
Education & Experience
- High School Diploma or GED
- 3+ Years of Experience: In online web customer support via voice software, email ticketing systems, live chat, and other CRM systems.
- Technical Support Experience: Previous experience in technical support is required.
- Remote Work Experience: Prior experience working remotely.
- Zendesk Expertise: Familiarity with Zendesk Talk, Live Chat, and Support Ticketing systems.
Why Should You Apply?
- Remote Work: Enjoy the flexibility of working from home.
- Meaningful Work: Make a difference in the lives of nonprofits.
- 4-Day Work Week: Enjoy a better work-life balance.
- Great Benefits: Comprehensive benefits package.
Benefits
- Comprehensive Medical, Dental, and Vision Insurance
- PTO, Pay in Lieu of Time Off, and Shared Leave
- 9 Paid Holidays + Floating Holiday
- Winter Break – 4 additional days off
- 401k Match – Up to 6%
- Company paid Short-Term & Long-Term Disability
- Company paid $50K Life/AD&D Insurance
- Emergency Savings Account + Company Contribution
- Flexible Spending Accounts (FSA)
- Health Savings Accounts (HSA)
- Gym Membership Discounts
- Professional Development & Education Assistance
- Employee Assistance Program (EAP) for you and your family
Embracing Diversity & EEO
Hay House is committed to having a diverse workforce that reflects the diversity of our global community. We strongly encourage applications from all individuals, inclusive of all genders, ethnicities, abilities, sexual orientations, ages, socio-economic backgrounds, religions, and beliefs.
Additional Information
Hay House participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For more information about the E-Verify program, please visit E-Verify.
Qualifications: This is a remote position, but candidates must reside in or be willing to relocate to one of the following states: Arizona, California, Florida, Idaho, Kansas, Missouri, Montana, New Jersey, New Mexico, Nevada, New York, Oregon, North Carolina, South Dakota, Pennsylvania, Tennessee, Texas, or Washington
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