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Customer Service Representative

Special Fire Utensils San Francisco ,CA
  • Expired: 12 days ago. Applications are no longer accepted.
Job Description

Position: Customer Service Representative

Reports To: Project Manager

Job Status:- OPEN for Unemployed candidates / Candidates who’s ready to work 

Location: USA ( REMOTE WORK FROM HOME )

Position Mission/Summary
As a Customer Service Representative, you’ll be Special Fire Utensils voice and will use empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. See an opportunity to improve customer trust at scale, or your own team’s efficiency? Self-starters who identify and solve problems thrive, and have a unique role as the voice of our customers.

 

The role is an opportunity within our Customer Success team. You’ll respond to a wide variety of inquiries from our customers using email, chat, and phone and will be expected to increase loyalty with every interaction with Special Fire Utensils customers.

 

Responsibilities

  • Act as the customer’s voice by identifying and communicating customer pain points or opportunities to the Special Fire Utensils product and engineering teams

  • Creatively discover ways to improve productivity for the Customer Success team.

  • Proactively identify ways to avoid the recurrence of customer contacts by recommending changes to improve processes and knowledge articles.

  • Grow your financial services expertise

  • Develop deep subject mastery of complex financial concepts like Equities Trading Margin and Options Trading

  • Ensure internal processes and quality standards are being followed correctly by outsourced partners by auditing a sample of cases and documenting evidence.

  • Provide feedback to outsourced partners to ensure customer’s experience continuous improvement as per internal processes

  • Be the point of contact with outsourced partners to clarify procedural questions.

  • Collaborate with internal Customer Support Operations to develop and document new processes and identify opportunities on the current onesCollaborate on training sessions for the outsourced partner to deploy accurately new process implementation

  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests

  • Analyze data to identify improvement opportunities and create plans to achieve higher performance

  • Other duties as required or assigned

Qualifications

  • Bachelor’s degree and at least 1-2 years of experience (college degree preferred)

  • Must possess previous customer support experience in a role with direct contact with customers and exposure to procedures 1 - 3 years, preferably in the financial industry

  • Ability to think critically and apply logical problem-solving skills to isolate and resolve issues

  • Strong written and verbal communication skills; Fluent written and oral English skills (Spanish is considered a plus)

  • Attention to detail and strong analytical skills

  • Must be able to act independently and be self-motivated

  • The ability to quickly defuse customer anxiety through exceptional customer service skills

  • Effective usage of Excel and Google Sheets and broader computer skills are required

  • Must be detail-oriented, and possess an overall happy disposition

 

 

Company Description
Special Fire Utensils Inc. (SFU) has been serving our customer's life safety needs since 1977. What began as primarily a suppression and fire extinguisher company, STU has grown into a dynamic leader in the fire and life safety industry. With over 35 years of experience, and serving over 3,000 clients, SFU is a premier provider of fire protection services in America. Our product and service offerings include, but are not limited to: new installations, monthly and annual testing of all life safety systems, and equipment and code consulting to our customers and engineering firms.

Special Fire Utensils

Why Work Here?

equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age

Special Fire Utensils Inc. (SFU) has been serving our customer's life safety needs since 1977. What began as primarily a suppression and fire extinguisher company, STU has grown into a dynamic leader in the fire and life safety industry. With over 35 years of experience, and serving over 3,000 clients, SFU is a premier provider of fire protection services in America. Our product and service offerings include, but are not limited to: new installations, monthly and annual testing of all life safety systems, and equipment and code consulting to our customers and engineering firms.

Address

San Francisco, CA
USA

Website