by twochickswithasidehustle | Jan 15, 2023 | Uncategorized
At Percepta, we bring first-class service across each market we support. As a fully remote Digital Engagement Specialist, in Dallas, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
The Digital Engagement Specialist (DES) must possess the skills to answer inbound chats, emails, and/or correspondence from customers and properly address inquiries.
The DES will deliver and foster a premier level of service for our client’s customers based on trust and respect. The DES must have a genuine passion for assisting customers in a positive manner and handling their concerns/inquiries with a high degree of care and competence.
The DES is an innovative initial contact point for customers. The DES provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The DES will help identify process improvement recommendations that drive customer satisfaction and advocacy.
During a Typical Day, You’ll
Maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous, and accurate information including:
Accurately respond to customer inquiries through instant messaging software
Utilize available resources to respond to customer inquiries
Communicate clearly and timely with two customers at a time.
Correspond with customers via mail, if working the Correspondence contact stream as needed.
Research and determine appropriate actions based on policies, procedures, dealer/region feedback, and job aids.
Be responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.
Actively participate in team meetings, share knowledge, and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
Adhere to and support all Percepta and Client ISO, Quality Systems, and Q1 initiatives.
Complete additional tasks/projects as needed.
Maintain professional working relationships
What You Bring to the Role
High School Diploma required. Associates degree or 2 + years college coursework completed preferred.
2-3 years of customer service experience, preferably in a contact center operations environment with digital communications.
Additional experience in customer service, and digital communications is a plus
Excellent written communication skills
Ability to convey positivity through written communication
Know and understand basic grammar and business casual writing
Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions
Dynamic and engaging written communication style
Excellent interpersonal and business communications – verbal and written
Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
Strong problem solving, troubleshooting experience.
Ability to answer and complete chats in a timely manner
Ability to use a desktop computer with multiple monitors
Typing skills – accurately type a minimum of 30 words per minute. Demonstrated ability to achieve telebusiness goals
Experience using CRM software is preferred
Must possess excellent decision making and problem-solving skills
Ability to maneuver through various systems to provide the customer accurate information
Displays professionalism and positive attitude to develop and nurture prospective relationships
Ability to effectively communicate with customers, managers, and co-workers
Demonstrate self-motivation and results-orientation
Time management and organizational skills to efficiently organize, plan, schedule, and execute telebusiness activities
Willingness to take on new assignments
Reliability; follow a logical, analytical approach to business conversations and chat dialogue
High level of trust and integrity
Exercise good judgment
Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
Ability to build strong professional relationships and adapt approaches to different management styles
Must be able to multi-task
Knowledge of call center environment
What You Can Expect
Starting pay rate of $16.00 per hour
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation/Sick Time and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
Employee Rewards Program (Perci Perks)
APPLY HERE
by twochickswithasidehustle | Jan 15, 2023 | Uncategorized
Job Description
Digital Service Consultant – Mobile Messaging
We are currently only hiring in Mountain Standard time zone.
At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time our customers place an order with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, mobile messaging, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.
Over the past seven months, teams from across the service organization have been investing in the future of our newest customer service channel, mobile messaging. We’ve been interacting with customers via SMS, developing and refining our processes, reinforcing the stability of the tech platform and preparing for your arrival! Should you choose to join the team, you are joining at an incredibly exciting time as we continue to invest in the platform as we scale! You each will bring unique perspectives and experience to the mobile messaging channel; working closely within your teams, across our Site and with our cross-functional teams, you all will lead the way in refining our approach to connecting with customers when and where they would like to speak with us. Our current hours of operation at 8 am – 8 pm ET Monday through Saturday and 9 am to 6 pm ET on Sundays.
What You’ll Do
Troubleshoot and resolve customer service inquiries while building a relationship with the customer
Provide service to customers on multiple channels (at first, both Chat and Mobile Messaging) to provide assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process
Exceed customer satisfaction, efficiency metrics and issue resolution targets
Continuously look for areas of improvement and communicate trends in customer calls to leadership as appropriate
Simultaneously navigate multiple software applications and technologies
Demonstrate conflict management skills and maintain professional composure
Demonstrate excellent verbal and written communication using multiple channels and platforms.
What You’ll Need
Previous chat experience highly preferred
In good standing with Talent Management
Recommended by current manager
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Excellent relationship building skills
Passion for helping others
A successful track record working in a high-volume environment
Regular and reliable attendance
Equivalent customer-facing work experience
Excellent written and verbal communication skills
Strong typing and multitasking skills preferred
Schedule
This role offers various schedule options. The schedule options will be a combination of four, 10 hour shifts and will offer consecutive days off. If selected, you will have the opportunity to select preferred schedules and your final schedule will be assigned at the offer stage based on availability.
APPLY HERE
by twochickswithasidehustle | Jan 15, 2023 | Uncategorized
BASICS
Type: Independent Contractor
Schedule: Flex-Time
Education: Any
Location: Remote (Anywhere within the USA)
Motu Novu seeks a junior (with or without prior experience) administrative assistant based in the USA, who will work remotely as an independent contractor to assist our senior professionals in managing the administrative processes of certain clients. Motu Novu serves a wide range of firms, with a focus on international technology and industrial goods firms.
WHAT YOU DO
Manage the inbound and outbound administrative documentation flow
Process, troubleshoot, and reconcile operational transactions
Help manage account receivable and account payable processes
Assist in the performance of regulatory and tax compliance tasks
WHAT YOU NEED
Intuitive and good understanding of math
Detailed-oriented, precise, and very organized approach
Basic (or better!) understanding of double-entry accounting
Legally authorized to work in the USA (i.e. US Citizen, lawful permanent resident, or valid work visa)
Successful completion of a background check
Bona-fide setup to work as an independent contractor. For full-time employment in the USA, see: Junior Bookkeeper (Quincy MA)
WHAT YOU GET
Base Compensation: $15-$30/hour, depending on location, qualifications, and experience
Benefits: performance bonus
Opportunity to work on a wide range of domestic and international accounts
Opportunity to work on administrative, operational, and compliance matters
Opportunity to fully develop your career
APPLY HERE
by twochickswithasidehustle | Jan 15, 2023 | Uncategorized
Description
At , we’re building the most platform on the planet to help people sell online courses, memberships, webinars, and digital downloads to their audience.
One of the ways we’re doing that — besides our awesome all-in-one platform — is delivering the best support on the planet for creators, helping them with everything they need to be successful on what can be an extremely difficult, lonely journey as an entrepreneur. That means fast, friendly support for every one of our thousands of creators, and a relentless passion, across our entire team, for helping our creators succeed.
We’re looking for an experienced customer support leader who can help take our support team to the next level of efficiency, performance, and success. 🙌
Here’s what you’ll do:
Join the Support Leadership team (alongside the VP of Creator Support) and have a voice in team-level decisions that impact all members of the Support team, our creators, and potentially other departments.
Lead, train, coach, and level up our support team (currently a team of 9 agents ranging in seniority from Base to Senior).
Conduct regularly occurring 1:1s and own the yearly performance review cycle for your direct reports. To start, we expect someone in this role to manage 5 Base agents.
Oversee and maintain the quality of our support delivery and customer satisfaction scores for our live chat and email channels.
Ensure internal documentation and support team product knowledge are always up to date and thorough.
Work with the VP of Creator Support to develop and execute a strategy to scale our customer support performance as we grow, including contact deflection, tool improvements, and automation where possible, without decreasing CSAT.
Work with the VP of Creator Support to continually evolve the quantitative and qualitative metrics that influence our support team’s performance, impact on the business, and team growth.
Requirements
We’re looking for someone with:
At least 5+ years of experience in customer support, and at least 3+ years of experience in customer support management. Bonus points if you’ve worked with digital creators.
An energetic, involved approach to management who enjoys getting to know team members, coaching them, and helping them deliver results to the best of their potential.
A track record of being results-oriented, keeping your reports accountable to goals, and staying aligned with company-wide priorities.
Experience collecting and analyzing relevant support data and metrics, and reporting on them to the VP of Creator Support and other company executives.
Experience scaling support without sacrificing customer experience while staying efficient with resources.
Experience designing best-in-class support experiences for a diverse, global customer base.
Experience and passion for working in a startup environment. We’re a small team (~30 people) that consistently delivers outsized impact, and we want to stay that way. No one is purely a people manager at Podia, and you can expect to roll your sleeves up and work alongside the team in whatever way you can contribute best.
Excitement about the role support plays in moving our business — and our creators — forward.
At least 4 hours overlap with US Eastern Time.
We get hundreds of job applications for every open role. If you’d like some tips on how to stand out, read by our COO, Len Markidan.
Benefits
Here’s what you’ll get if you join us:
Competitive compensation. We want to hire the best people, and we’re ready to pay for them. We use a standardized salary scale set at the 90th percentile of US salaries for each role—regardless of where you are in the world. 💰
Ultimate flexibility. We try to have some overlap time every day, but outside of that, work whenever and wherever you work best. 🤗
Extreme autonomy. No micromanaging here. After onboarding, you’ll be given high-level direction and then left to solve it the way you feel is best. 📚
That said, the rest of the team is always ready to lend a hand—or even an ear if you just need to bounce some ideas. 🤝
You’ll be working with a diverse team from a range of countries and backgrounds. We work hard to make Podia an inclusive workplace for everyone. 🌎
We have a rapidly growing base of passionate customers. Your work will be seen and appreciated by many people. 💜
Great benefits, including three weeks paid vacation (plus another week during the December holidays), sabbaticals every three years, professional development credit, unlimited therapy, paid family leave, a new laptop every three years, and more. 😊
(Paid for) annual retreats to spend time with the team and have fun together. ✈️
We’ve been around since 2014, have the , and to help our creators win.
Sound like you? Want to be part of a smart, nimble, motivated team working hard to build something big?
We want to hear from you 📣
About the hiring process
Interested in joining our team? Great!
We’ll begin reviewing applications immediately and continue to review them for the first two weeks after the date of posting. There’s no benefit to applying in the first five minutes, and we’d rather you take your time. We heavily weigh the answers to our application form rather than data from LinkedIn or resumes.
If your application is chosen to move on to the next phase, you’ll move to the first interview phase over Zoom with our VP of Creator Support. These interviews typically last 30 minutes and are structured to get a feel for your experience and how you approach work. No trust falls or riddles to worry about here 😉
If you move forward, we’ll send you a small (paid) test project to be completed within 72 hours of receipt. With this project we want to see how you approach giving feedback, coaching, and resolving customer issues.
If selected after the project stage, you will move to the second interview phase, speaking over Zoom with our VP of Creator Support, our Senior Technical Liaison, our Staff Developer, and our VP of Marketing.
The last interview will be with Spencer, our CEO, who can answer any questions you have about the broader goals and workings of the company.
After that, we’ll decide on our final candidates and ask for professional references from both a previous co-worker and a manager. We’ll reach out to those references to set up a brief 10-minute call.
Finally, all going well, we’ll make a written offer to the successful candidate which can be signed electronically 🥳
APPLY HERE
by twochickswithasidehustle | Jan 15, 2023 | Uncategorized
Description
We’re hiring for a Tuesday – Saturday schedule in Eastern Time (9am – 6pm ET).
At , we’re building the most creator-friendly platform on the planet to help people launch their free website, sell online courses, digital downloads, community subscriptions and more.
The Creator Support team plays a key part in our creator-friendly reputation by helping creators succeed in launching and growing their businesses. In fact, our support is a top reason creators cite for using Podia. We’re looking for a super-friendly and tech-savvy person to join us! 🙌
Here’s what you’ll do:
Develop a solid foundation in our products and best practices for using Podia in order to be experts for our creators ✨
Respond courteously, effectively, and quickly via chat and email to creators’ questions, meeting or exceeding our team’s Service Level Agreements and CSAT goals 🚀
Troubleshoot and log bug reports with our developers, keeping creators updated along the way 🔍
Migrate creators (downloading/uploading content, setting up courses, importing customer lists, etc.) who need some help switching over from other platforms 📦
Provide feedback to Support Leadership on opportunities to improve the efficiency and quality of support we provide 💡
Requirements
We’re looking for someone with:
Really, really, really good writing skills, who can rewrite this bullet to make it sound better 🖊️
Ability to meet people where they are: you can take screenshots and record videos for creators like a boss 💪
Time management and organizational skills to successfully balance multiple priorities ✅
Problem-solving skills and technical troubleshooting chops 😎
Support experience. You know what it takes to make customers happier than they were before they met you 😊
It’d be REALLY great if you also:
Have created and / or sold an online course, digital download, or community before 🤑
Have experience with help desk software and tools like Linear, Zoom, Basecamp, and Slack 💬
Have experience working remotely and access to a stable internet connection 🗺️
Have worked with digital creators before 🖥️
Benefits
Here’s what you’ll get if you join us:
Extreme autonomy. No micro-managing here. You’ll be given high-level direction and the skills to set you up for success 📚
That said, the rest of the team is always ready to lend a hand—or even an ear if you just need to bounce around some ideas 🧠
Competitive compensation and equity in a rapidly-growing company. We want to hire the best people, and we’re ready to pay for them. We use a standardized salary scale set at the 90th percentile of US salaries for each role—regardless of where you are in the world 💰
401(k) match, health insurance, and other medical benefits (US-based employees) 💊
Work from anywhere with a stable internet connection 🌎
You’ll be working with a diverse team from a range of countries and backgrounds. We work hard to make Podia an inclusive workplace for everyone 🌈
We have a rapidly growing base of passionate customers. Your work will be seen and appreciated by many people ❤️
Great benefits which include three weeks paid vacation (plus another week during the December holidays), sabbaticals every three years, professional development credit, paid family leave, a new laptop every three years, and more 😊
(Paid for) annual retreats to spend time with the team and have fun together (or a still-pretty-great virtual retreat when there’s a global pandemic) ✈️
The chance to connect with some of the best creators in the biz 🏆
Named one of the “Best Remote Companies to Work For in 2022” by We Work Remotely, we’ve been around since 2014, have the greatest customers in the world, and a team that will stop at nothing to help our creators win. If this sounds like something you’re interested in, let’s talk!
About the hiring process
Interested in joining our team? Great!
We’ll begin reviewing applications immediately and continue to review them for the first two weeks after the date of posting. There’s no benefit to applying in the first five minutes, and we’d rather you take your time. We heavily weigh the answers to our application form rather than data from LinkedIn or resumes. We then reduce the candidate pool down to a small handful who move on to a small test project.
If your application is chosen to move on to the next phase, we’ll send you a small (paid) test project to be completed within 72 hours of receipt. This will be a written assignment where we ask you to respond to mock email questions, and provide feedback on a real-life conversation between a creator and an agent.
If selected after the project stage, we will run a mock live chat session with you. The goal of this phase is to give us a sense of your voice and tone in chat, and to give you a sense of what it’s like to work with our customers 💬
As the final round, you’ll be interviewed over Zoom by our VP of Creator Support and a Senior Creator Support Agent. These interviews typically last 30-45 minutes each and are structured to get a feel for your experience and how you approach work. No trust falls or riddles to worry about here 😉
The last interview will be with Spencer, our CEO, who can answer any questions you have about the broader goals and workings of the company.
After that, we’ll decide on our final candidates and ask for professional references from both a previous co-worker and a manager. We’ll reach out to those references to set up a brief 10-minute call.
Finally, all going well, we’ll make a written offer to the successful candidate which can be signed electronically 🥳
We’re looking forward to chatting 🙂
APPLY HERE
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