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EOS: Real. Simple. Results.
EOS®, the Entrepreneurial Operating System, is a complete set of simple concepts and practical tools that have helped thousands of entrepreneurs get what they want from their businesses. Purely implementing EOS helps the people who own and run entrepreneurial companies run better businesses and lead their ideal lives.
The Role - Customer Support Representative
This full-time position is accountable for providing front-line support to our customers. The candidate will successfully resolve Tier 1 and Tier 2 general customer inquiries through various channels. "Success" is defined as the delivery of a consistently high-quality customer experience while maintaining efficiency and quality standards. This role is critical to our customer-centric vision and meeting business goals through delivering excellent customer service to all our users.
The successful candidate will demonstrate that they are genuinely excited to help customers. This position will assist customers with inquiries, requests, and/or problems in a friendly, respectful, courteous, and professional manner. Customer service provided will strengthen customer relationships, driving overall customer satisfaction and retention. This role requires confidence in troubleshooting and investigating issues further if they don't have enough information to resolve a customer inquiry. The ideal candidate will have proven experience working in a customer service role with the ability to establish positive customer relationships.
Working effectively with others is critical, as extensive collaboration with EOSW personnel, Professional EOS Implementers, and end-user customers is required. The goal is to deliver an excellent customer service experience, respond efficiently to customer inquiries, and maintain and promote high customer satisfaction.
This position will report to the EOSW Customer Support Manager.
Job Duties and Responsibilities:
- Deliver excellent end-to-end customer service across all touchpoints in the customer journey
- Resolve Tier 1 and Tier 2 customer inquiries using the Salesforce Service Cloud support platform (incorporating email and live chat) or live assistance (phone or video chat)
- Identify and assess customers' needs to help customers achieve success
- Develop and maintain comprehensive knowledge of EOS resources to provide to customers when needed
- Meet efficiency and accuracy KPIs for customer inquiry resolution
- Effectively communicate both internally and externally through various channels - phone/chat/email/video conferencing
- Ask relevant questions to define the root cause of a problem and generate appropriate solutions
- Maintain accurate records and document customer service activities and discussions
Skills and Qualifications:
- Must share EOS Worldwide's Vision and Core Values
- 3+ years of customer service experience
- 3+ years' experience in utilizing Salesforce Service Cloud
- Ability to work within business hours, M - F 8:00 am - 4:30 pm EST, with flexibility according to team and business needs
- Accountability, time management, and personal organization are essential
- Ability to multi-task and quickly adapt to changing priorities and policies
- Excellent and highly professional interpersonal skills – in person, via video conference, and by phone
- Strong verbal and written communication skills
- Obsesses about serving stakeholders well; exhibits exceedingly high-quality standards
- Takes the initiative to propose solutions & improve processes
Additional Preferred Qualifications:
- Experience in a remote working environment
- Bachelor's degree
- Experience with Google Workspace is a plus
- Experience working in a company running on EOS is a plus
- Fluency in additional languages is a plus
Location: Work from home position with occasional work travel and on-site collaborative meetings as needed/SE Michigan
Job Type: Full-time, Non-exempt
Compensation: $45,000 - $50,000 annual base salary (commensurate with experience) with the potential for a merit-based bonus plus tech stipend, health benefits, life insurance, home office allowance, 401k matching, flextime, PTO, and more.
EOS Worldwide accepts applications on an ongoing basis, until the position is filled.
If you are a California resident applying for this position, you can review our EOS Worldwide California Applicant Privacy Notice here EOS Worldwide California Applicant Privacy
EEOC Statement: EOS Worldwide is an equal-opportunity employer. All qualified applicants will receive consideration for this position without regard to race, color, religion, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences.
