Leiter / in Klinik Support

LawnStarter is the nation’s leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning – our vision is to become the one-stop shop for all home services.

Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we’re not stopping there! We’re actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.

Responsibilities:

• Rotation between inbound and call back queue calls, chat, email support.
• In this position, you will be taking over 300 contacts a week, supporting both our customers and our providers on various operations-related issues. Our average handle time is around 10 minutes.
• Our hours of operation are Monday – Friday, 6 am – 10 pm CST, and Saturday – Sunday, 7 am – 6 pm CST.
• We offer 8 hours per day for a maximum of 5 days per week (40 hours) during those hours.
• You will explain our services and policies, work to create a great service experience, and provide support for app navigation, payment details, scheduling, and issue resolution.
• You should have an understanding of how to connect with a Western individual and be skilled at problem-solving, building rapport, and offering empathy.

What we are looking for:

• Empathetic to customers, knows how to use soft skills to establish rapport and diffuse difficult situations.
• Ability to work efficiently and creatively to solve problems by utilizing all available tools and resources.
• Active listener who can interpret a problem, determine an approach to solve, and maintain call control.
• Ability to adhere to a schedule.
• Adaptable to change.
• High productivity at defined proficiency levels.
• Willingness to receive and act on feedback from the leadership team.
• Works with integrity and collaborates with the team.

Requirements:

• Must be able to work weekends if needed.
• High school graduate required; some college preferred.
• Excellent written and verbal English skills, conversationally fluent.
• Experience of at least 1 year in a customer contact center environment, supporting United States customers.
• Knowledge of ZenDesk is a plus.
• Prior experience using CRM and VoIP software is a plus; knowledge of Google Suite is preferred.
• Computer, laptop or desktop with a camera (8GB RAM, Core i5 Processor), with a noise-canceling headset. We cannot use Chromebooks, tablets, iPads, or cell phones as they are not compatible with our phone system. You will also need 2 monitors.
• Consistent power source and reliable internet connection (25 Mbps, with a backup connection of 10 Mbps) in a quiet space that is free from distractions to work.
• Preferred ISP / Internet providers are PLDT (#1) or Converge (#2).
• Backup power and internet supplies to ensure you are able to complete your full shift.
• Willing to work US hours and weekends; amenable to working in rotating shifts.
• Work from the comfort of your own home.
• 4.50-$6.50 / hr. $4.50 USD base, but ability to earn up to an additional $2 / hr in incentive pay.
• Great Culture: One of the top places to work in Austin in 2018, 2019, and 2020, and in the US in 2021, we are all about the team. That’s why we have spent a massive amount of time finding humble, passionate, and smart folks that you will get to work with every day.

Summary:

Remote job title: Customer Support Representative

Job tags: Customer Support, Call Center, Problem Solving

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