Customer Experience Rockstar

By November 28, 2018Job Posting

A Customer Experience Rockstar will engage with and support all Schedulicity users and employees with service that goes above and beyond. While maintaining a positive experience for all individuals involved, you will genuinely and authentically connect with our users to guide them through the system while keeping the company’s goals in mind.
You will be the voice of our users and share customer insights with the rest of the
company, while building sustainable relationships of trust through open and interactive communication.
Responsibilities:
•Be the voice of Schedulicity you will be on the front lines! Swiftly assist our users via phone calls, emails, live chat, social media, and the occasional live demo with an empathetic desire to listen and go above and beyond to help. For you, a new inquiry isn’t just a case too close, it’s an opportunity to understand someone’s story and make their life better.
•Explain technical information in nontechnical terms, making a complicated situation more easy to understand while also being able to keep up with a more tech-savvy individual.
•Be a genuine, productive, and positive team player who works well with a wide range of personalities and who contributes to an awesome team environment to
create and sustain positive working relationships with clients, customers and coworkers
•Actively work towards having an expert level knowledge of our product and internal management systems, participate in training opportunities and keep up to date with our feature documents while maintaining a positive attitude.
•Properly document and maintain customer conversations and notes about every interaction.
•Flex your amazing troubleshooting skills to provide thorough solutions, navigate “buggy” experiences, and brainstorm workarounds for customers. Once you’ve exhausted the documents and testing available to you, collaborate with your rock star teammates and lastly, if needed, escalate the case through the proper channels.
•Proactively profile customer needs and educate them on available features based on those needs (upsell, cross-sell, retention)
•Take note and relay customer feedback and insights to the marketing, product, and development teams in order to constantly improve the customer experience and Schedulicity as a whole.

System Knowledge Requirements:
•Knowledge of Talkdesk, Intercom, Slack, Google Drive, JIRA, Confluence, Corporate Reporting, MSOffice Suite or similar applications

Qualifications/Work Experience Requirements:
•1+ years’ customer service experience
•Excellent verbal and written communication skills, strong typing skills
•Technical knowledge
•Empathetic and Caring Person
•Be flexible with scheduling to meet the needs of the business. Limited evening, weekend and holiday work may be required to help with peak times based on client needs

Open Date: November 28, 2018
Close Date: When it’s filled!
Where: Bozeman, Montana-Home Office
Interested? Email your resume to carin@schedulicity.com

About Schedulicity
Schedulicity is the leading online appointment scheduling system and marketplace for discovering and booking local services in more than 50 different industries. Consumers in more than 6,600 cities across the U.S. and Canada have booked over 100 million appointments through Schedulicity. Since launching in 2009, Schedulicity has earned prestigious awards for excellence in technology and customer service.

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