As a CX Service Representative at 1Password, you will be the primary point of contact for customers engaging us through support channels such as telephone, email, and chat, with the potential to include additional channels as our services evolve. This role is essential in establishing the initial tone of our customer interactions, ensuring each one is conducted with the highest level of professionalism and empathy. This approach is crucial for nurturing and maintaining customer loyalty from the outset.
In this position, you will tackle a range of moderately complex customer issues, from login problems to billing inquiries, across a global customer base. You are expected to deliver superior customer service, enhancing customer retention and improving overall customer experiences by applying your developed skills and knowledge, leveraging available resources, and effectively prioritizing tasks. Typically, you will follow established procedures on routine work and receive instructions only on new assignments, demonstrating your ability to work with increased autonomy and responsibility.
This is a remote opportunity within Canada and the US. The working hours for this role will be Friday to Tuesday between the hours of 3-11pm EST or 12-8pm PST.
What we’re looking for:
- A minimum of 2 years of related customer service experience, ideally in a multi-channel contact center environment.
- Strong verbal and written communication skills, with the ability to effectively handle customer interactions across various platforms.
- Demonstrated proficiency with customer service software and tools, including CRM systems, ticketing systems like Aircall, and communication tools such as Slack and Notion.
- Proven attention to detail, patience, and the ability to maintain a calm demeanor under pressure.
- Demonstrated ability to learn and adapt to new technologies and processes as the contact center evolves and support channels expand.
- Proficiency in French, German, Japanese, or Spanish is considered a valuable asset.
What you can expect:
- Multi-Channel Support: Efficiently field customer inquiries across multiple channels, with a primary focus on one channel and a secondary focus on the remaining channels, as determined by management based on current business needs. These focuses may shift as business needs evolve.
- Customer Interaction: Promptly respond to customer inquiries over your primary and secondary channels, ensuring all issues are addressed with accuracy and empathy, maintaining high service quality from the first point of contact.
- Issue Resolution: Resolve moderately complex technical and non-technical issues using advanced troubleshooting methodologies. Utilize knowledge and experience to ensure consistency and accuracy in responses.
- Volume Accountability: Manage a higher volume of interactions per day as directed by the Manager, ensuring effective time management and productivity.
- Performance Metrics: Adhere to key performance indicators (KPIs) such as response time, customer satisfaction scores, and issue resolution rates to gauge and improve performance across all channels.
- Resource Utilization: Navigate through various internal tools and databases to gather information needed to effectively resolve customer issues, flagging when revisions are needed or additional documentation is required.
- Product Knowledge: Maintain an advanced understanding of 1Password’s features and functionalities, regularly updating knowledge through internal training sessions and provided learning materials.
- Escalation Handling: Recognize and handle situations that require escalation, forwarding complex issues to higher-level support personnel in a timely manner.
- Team Collaboration: Build and maintain solid relationships within the team to enhance knowledge and improve service delivery across all communication channels. Assist in training and mentoring junior team members.
This position offers a dynamic work environment where adaptability, intermediate troubleshooting skills, and a customer-focused approach are crucial for delivering excellent service outcomes and enhancing customer retention and satisfaction.
USA-based roles only: The Annual base salary for this role is between $56,000 USD and $76,000 USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The Annual base salary for this role is between $55,000 CAD and $75,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
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