Customer Service Representative

Company Overview:
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests, and new product releases.
Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative for our Software-as-a-Service (SaaS) platform. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills.
Responsibilities:

• Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone and screenshare.
• Respond promptly and professionally to customer inquiries, troubleshoot technical issues, and provide guidance on product features and functionalities.
• Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction.
• Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers.
• Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system.
• Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and feedback.
• Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs.
• Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers.

• Bachelor's degree or equivalent experience in a related field.
• Previous experience in Customer Service or support roles, preferably in a SaaS or technology-related industry.
• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.
• Strong problem-solving skills and the ability to troubleshoot technical issues independently.
• Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems.
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in using CRM software and other support tools is preferred.

• Proficiency in Microsoft applications and tools.

This entry level, Customer Service Representative position offers an exciting opportunity to be part of a dynamic team and make a meaningful impact on our customers' experience with our SaaS products. If you are passionate about providing exceptional Customer Service and thrive in a collaborative environment, we encourage you to apply.

Preferred Skills:

• Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365

• Bachelor’s degree (or equivalent experience)

• Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks.

• Ability to perform in a dynamic and fast-paced environment.

• Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.

Benefits and Perks

Health Insurance

Dental Insurance

Vision Insurance

401k & Company Match

Generous PTO & Company Holidays

Quarterly Company events

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