Customer Care Representative

Customer Care Representative

If you're looking for an enjoyable place to work that values your ideas, encourages your growth, rewards you for your excellence and prioritizes work-life harmony (yes, we have a 4-day work week), join us!

Who We Are

Our founder, Louise Hay, had one wish - to help people improve the quality of their life. Her desire underscores everything we do for our customers, our authors, and our employees. As the largest publisher of personal development books, events & courses we offer a diverse range of products and resources that empower, educate, and inspire. We know that the words we publish can have a deep, lasting impact on people’s lives and we’re dedicated to using our talents to support positive change in the world by helping all people grow in mind, body, and spirit. We love what we do, and we hope you will too.

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 is experienced in providing customer support via, live chat, through a robust Zendesk ticketing system and occasionally, voice. Primary responsibilities include assisting customers with technical support, troubleshooting, writing and compiling workflows in an automated response environment and other support-related inquiries within our eCommerce platforms.

Responsibilities and Expertise

• Provide dynamic customer support through diverse channels including email, live chat and phones
• Serve as a Zendesk automation power-user, proficient in designing and implementing automated solutions to enhance efficiency, responsiveness, and overall effectiveness in customer support operations.
• Adapt to the evolving landscape of customer interactions, going beyond routine processes to address complex issues
• Demonstrate flexibility and adaptability by engaging in dynamic tasks and collaborating across departments to resolve issues efficiently.
• Utilize various tools and features, including AI assistants and external applications, to enhance both agent and customer experiences in an omnichannel environment.
• Embrace the challenge of becoming a product specialist for various product lines, acquiring technical expertise, and handling escalated situations with empathy and precision.
• Maintain satisfaction levels while providing exceptional service to large volume of calls, emails, and live chats.
• Keep accurate records of all customer interactions and transactions by recording details.
• Manage sensitive payment processing information with utmost discretion, ensuring the accurate and secure processing of orders, refunds, exchanges, and cancellations in compliance with stringent security protocols
• Troubleshoot and resolve technical issues.
• Communicate and report user feedback to department management, actively contributing to the enhancement of the overall customer experience.
• Follow and maintain company standards, policies, and procedures during all customer interactions.
• Showcase a dedication to ongoing learning and growth, challenging and surpassing outdated stereotypes linked to traditional customer service roles.
• Achieve and surpass individual as well as team objectives in both sales and service performance.
• Follows and occasionally creates/edits Standard Operating Procedures including, but not limited to, Web Security, GDPR and CCPA related processes, inventory and fulfillment processes, payments processes, etc
• Performs a variety of administrative duties in support of own projects and customer care/web/marketing teams.
• Supports any additional requests for new projects and evolves with the digital marketplace.

Skills, Knowledge & Abilities

• Zendesk proficiency, with working knowledge of workflow configuration, trigger setup, and macro creation for streamlined customer support.
• Accomplished customer service professional, skilled in handling diverse inquiries with a proven record of excellence.
• Tech-savvy and adaptable with a positive, friendly demeanor
• Strong verbal and written communication
• Maintains composure in high-pressure situations
• Self-motivated team player, excelling in independent or collaborative settings.
• Exceptional listening skills, providing swift and effective solutions to customer needs.
• Advanced troubleshooting skills, approaching challenges with a persistent, solutions-oriented mindset.
• Efficient multitasker, prioritizing responsibilities for timely issue resolution.
• Committed to problem-solving excellence and critical thinking in addressing complex challenges.
• Proficient in managing high chat and email volumes with efficiency and quality.
• Detail-oriented with expertise in processing orders, refunds, exchanges, and cancellations accurately.
• Team-focused achiever, fostering positive collaboration and contributing to shared goals.
• Skilled in browser-based phone systems, ticketing, and live chat platforms for seamless communication.
• Comfortable working in the mind-body-spirit genre

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.

Additional Information

Hay House participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees