Customer Success Representative (Csr) Full Time

Do you have prior SaaS, HR, or CS experience? Do you thrive in a fast-paced, team-oriented work environment? Do you possess a strong technical aptitude and have a solutions-focused attitude? Are you motivated by customer satisfaction and helping people solve problems? Are you looking for a 100% remote position? Then, this opportunity might be a good fit for you!

We are on the hunt for a new Customer Success Representative to join our growing team!

ABOUT THE COMPANY:

WorkBright is a leading HR platform for onboarding, remote verification and the best Form I-9 solution in the world. We empower folks to get to work and streamline the hiring process. Our product catalog includes Onboarding, an ATS and a series of integrations.

WorkBright is a Certified B Corp. We are held accountable to balancing our purpose and profit as we consider our impacts on all of our stakeholders from a social, environmental, and governance perspective. This is the gold standard for corporate and social responsibility. We are also proud to be in the Top 10 Best Places to Work for 2023 from Outside Magazine!

ABOUT THE ROLE:

WorkBright CSRs field all incoming emails from our end users, partners, and virtual receptionists. They are the front line of support for our clients and offer timely and thorough responses to all incoming tickets. While monitoring email channels, WorkBright CSRs escalate complex inquiries through the appropriate channels. Working directly with our Customer Success team, you'll play a key role in ensuring our customers are getting the most from our services as well as continuously improving our processes around known issues and requests.

You will also attend regular company meetings on video and show up as the voice of our customer to other internal teams (i.e. engineering, sales, marketing, and executive departments).

ABOUT YOU:

You are someone that can stay focused with great follow-through. You are organized, prompt, and punctual. You are ambitious and efficient and are able to adhere to strict KPIs and quick turnaround times on ticket resolutions. You are a great communicator, with a passion for relationships and can support our clients with grace, humor, and ease. You possess a great deal of empathy. You are a technology aficionado who can learn and understand our product to help support a wide array of client needs.

RESPONSIBILITIES:

• Manage, build and maintain positive relationships with customers by providing prompt, courteous and accurate solutions, recommendations and product information.
• Troubleshoot essential functions, analyze the customer issues and provide product support.
• Serve as a liaison to the rest of the team to elevate the customer voice and/or bring attention to potential bugs.
• Consistently maintain excellent customer satisfaction ratings and strive to meet established KPI goals.
• Partner with the responsible WorkBright team to maintain the WorkBright Knowledge Base by proactively providing information on trends amongst support requests and presenting ideas for additional Knowledge Base content.
• Optimize existing processes within the company while continuously seeking opportunities to improve our systems and processes.
• 5% travel will be required for various meetings ranging from team meetings to staff functions.

REQUIRED QUALIFICATIONS:

• Minimum education required: High School Diploma
• Minimum of 2 years' experience in a customer service, sales, training, or member retention role.
• Experience working with a CRM tool (i.e. Salesforce.)
• Experience in MS Office (Word, Excel, PowerPoint, Docs, Sheets and Google Calendar.)
• Strong attention to detail, highly organized and great follow through.
• An ability to work independently and seek assistance proactively to meet role-specific KPIs.
• Excellent interpersonal and communication skills.
• Passionate about sales, software, mobile and technology.
• High energy with a 'make-it-happen' attitude.
• Self-confident, self-directed, forward thinking, detailed-oriented.

DESIRED QUALIFICATIONS:

• Experience answering support cases (i.e. Salesforce or Zendesk)
• Experience with a SaaS company with a B2B product.
• Experience with software - having seen initiative through software proficiency.

WHAT WE OFFER YOU: COMPENSATION & BENEFITS

• The hourly range for this position is $19.00 - $23.00 per hour plus an annual performance bonus, up to $5,000
• This is a FULL TIME, non-exempt position
• Opportunity to work at a BCorp!
• 12 paid vacation days annually
• 11 paid holidays annually
• Health and dental (with competitive employer coverage), life insurance, FSA with company match, 401K with company match (eligibility for match after one year of employment), additional reimbursements including home office set up, personal, and professional development, and wellness
• The ability to work from wherever you want!

At WorkBright, our core values are to be Ambitious Achievers, Thoughtful Listeners, Caring Peers, and Trusted Guides. We celebrate diversity and pride ourselves in fostering a productive, fun and positive company culture. We are proud to be an equal opportunity workplace and are an affirmative action employer.