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Hay House Inc Hiring for Customer Care Representative at Remote Full Time
Customer Care Representative
Who We Are
Hay House is a mission-driven company dedicated to supporting positive change in the world by helping all people to grow in mind, body, and spirit. With a diverse roster of customers, authors, and points of view, Hay House offers products and resources that empower, educate, and inspire such as books (print, electronic, and audio), card decks, calendars, streaming content, mobile apps, and more. From self-improvement to spirituality, health to business, metaphysics to memoir, diet to tarot, children’s books to crystals, we offer our audience a wide selection of practical and inspirational resources in a broad range of formats.
Position Summary
Our Customer Care department is looking for a skilled technical support individual to join our team! The perfect candidate displays an outgoing positive attitude, thrives on challenges, is solution driven and experienced providing customer support via voice, live chat, and through an email ticketing system. Primary responsibilities include assisting customers with technical support troubleshooting and other support related inquiries within our eCommerce platform.
Responsibilities and Expertise
- Provide professional customer support communication for email, live chat, and phones
- Maintain satisfaction levels while providing exceptional service to large volume of calls, emails, and live chats
- Provide first contact resolution
- Prioritize workflow based on support channel demand
- Keep accurate records of all customer interactions and transactions by recording details
- Process orders, refunds, exchanges, and cancellations
- Troubleshoot and resolve technical issues
- Communicate and report user feedback to the department management for continuous customer experience improvements
- Follow and maintain company standards, policies, and procedures during all customer interactions
- Seize opportunities to upsell products when they arise
- Meet and exceed personal and team sales and service goals
- Other duties as assigned
Skills, Knowledge & Abilities
- Excellent customer service skills
- Tech savvy
- Cheery, upbeat personality
- Ability to maintain positive attitude under pressure
- Self-motivated with the ability to work independently or in a team
- Outstanding listening skills to identify customers’ needs and provide timely solutions
- Ability to problem solve, trouble shoot and provide excellent technical support
- Ability to effectively multitask and prioritize responsibilities
- Ability to manage large volume of incoming calls, live chats, and emails
- Demonstrates critical thinking in decision making process
- Strong attention to detail
- Strong drive to succeed in a team environment
- Maintain exceptional attendance
- Skilled in browser-based phone system, ticketing systems, and live chat
Education and/or Experience
- High school diploma
- 3+ years of prior work experience with online web customer support via voice software, email ticketing system, live chat, and other CRM systems
- Prior experience in technical support
- Prior experience working remotely
- Prior experience in Zendesk Talk, Live Chat and Support Ticketing system
Why Should You Apply?
- Remote
- Meaningful Work
- 4-Day Work Week
- Great Benefits
Benefits
- Comprehensive Medical, Dental, and Vision Insurance
- PTO, Pay in Lieu of Time Off, and Shared Leave
- Paid Holidays + Floating Holiday
- 401k Match
- Company paid Short-Term & Long-Term Disability
- Company paid $50K Life/AD&D Insurance
- Emergency Savings Account + Company Contribution
- Flexible Spending
- Gym Membership Discounts
- Professional Development & Education Assistance
- Employee Assistance Program (EAP) for you & family
Embracing Diversity & EEO
Hay House is committed to having a diverse workforce that embodies and reflects the diversity of our global community. As part of this commitment to equitable opportunity and inclusion, we strongly encourage applications from all individuals inclusive of all genders, ethnicities, abilities, sexual orientations, ages, socio-economic backgrounds, religions, and beliefs.
