Customer Success Representative (CSR) PART TIME

Do you have prior SaaS, HR, or CS experience? Do you thrive in a fast-paced, team-oriented work environment? Do you possess a strong technical aptitude and have a solutions-focused attitude? Are you motivated by customer satisfaction and helping people solve problems? Are you looking for a 100% remote position? Then, this opportunity might be a good fit for you!

We are on the hunt for a new Part Time Customer Success Representative to join our growing team!

About the Company

WorkBright is a leading HR platform for onboarding, remote verification and the best Form I-9 solution in the world. We empower folks to get to work and streamline the hiring process. Our product catalog includes Onboarding, an ATS and a series of integrations.

WorkBright is a Certified B Corp. We are held accountable to balancing our purpose and profit as we consider our impacts on all of our stakeholders from a social, environmental, and governance perspective. This is the gold standard for corporate and social responsibility. We are also proud to be in the Top 10 Best Places to Work for 2023 from Outside Magazine!

The Role:

The Part Time Customer Success Representative will be responsible for providing a positive and thorough experience to existing customers in need of assistance while seeking opportunities to retain and grow the customer account. The Part Time Customer Success Representative will be a (product) subject-matter expert and display excellent customer service skills, promptly and courteously resolving requests while maintaining a positive and professional attitude.

This is a Part Time role, estimated hours are Monday through Thursday, from 9:00am to 2:00pm Mountain Time.

Responsibilities:

• Engage with customers through various support modalities on a daily basis. Chat monitoring will be the core focus. Occasional support of the Customer Success team in Case Management and coverage of Office Hours may also be required.
• Manage, build and maintain positive relationships with customers by providing prompt, courteous and accurate solutions, recommendations and product information.
• Troubleshoot essential functions, analyze the customer issues and provide product support.
• Serve as a liaison to the Customer Success Manager to elevate the customer voice and/or bring attention to potential bugs.
• Consistently maintain excellent customer satisfaction ratings and strive to meet established KPI goals.
• Maintain clear understanding of partnership relationships to ensure seamless support for customers.
• Follow existing processes within the company while continuously seeking opportunities to improve our systems and processes.

Physical:

Individual may be required to sit or stand for long periods of time in the event of facilitating or participating in meetings in addition to working at a computer.

Required Qualifications:

• High School Diploma required.
• Minimum of 2 years' experience in a customer service, sales, training, or member retention role.
• Experience working with a CRM tool (i.e. Salesforce.)
• Experience in MS Office (Word, Excel, PowerPoint, Docs, Sheets and Google Calendar.)
• Strong attention to detail, highly organized and great follow through.
• An ability to work independently and seek assistance proactively to meet role-specific KPIs.
• Excellent interpersonal and communication skills.
• Passionate about sales, software, mobile and technology.
• High energy with a 'make-it-happen' attitude.
• Self-confident, self-directed, forward thinking, detailed-oriented.

Desired Qualifications:

• Experience engaging with customers via live chat functionality
• Experience answering support cases (i.e. Salesforce or Zendesk)
• Experience with a SaaS company with a B2B product.
• Experience with software - having seen initiative through software proficiency.

Travel Required:

No travel required for part time employees.

What We Offer You: Compensation and Benefits

• Compensation: $18-$23 per hour
• This is a part time, non-exempt position
• Opportunity to work at a BCorp!
• Accrued PTO
• 4 hours of paid time off to volunteer in your community each quarter
• Ability to participate in monthly wellness and Bcorp related challenges
• The ability to work from wherever you want!

Customer Success Team Values:

Ability to demonstrate understanding and apply our department-specific workplace values:

• Domain Experts - We continually train to maintain a high level of domain expertise across our core onboarding products and empower customers with robust answers to questions in our knowledge base and in CS interactions.
• Attentive Care - We honor and measure our guaranteed delivery times, ensuring all WorkBright clients receive quick & thorough responses to inquiries and issues.
• Empathetic Resolve - We apply thoughtful listening to identify the impact of issues on administrators and end users to not only answer questions but go one step further to address feelings, thoughts, and experiences.
• Customer Advocates - We are the voice of the customer to the internal WorkBright team and use this voice to help direct product development for the highest benefit of our core users.

Additionally, all WorkBright employees are expected to:

• Review the Employee Handbook, Core Values, Code of Ethics and our B Corp related documents and commitments.
• Attend our annual Justice, Equity, Diversity, and Inclusion training. Provide feedback on our diversity efforts to our JEDI leader and through the annual diversity survey.
• As it relates to your work at the company, using the provided tracking form, track your actions that contribute to our carbon footprint.
• Using the provided tracking form, track your water and energy usage in your home office and set a goal to reduce over time.
• Make best efforts to properly dispose of your compost, recycling, trash and hazardous waste at home, as your home office is an extension of your work. If needed, talk to our Environmental Management Leader for insight on best practices and to find your nearest drop off location.
• Utilize your funds for our monthly Lunch & Learn ideally to support local farmers and businesses that provide healthy and sustainable foods.
• Participate in our monthly fitness challenge whenever feasible.
• Volunteer and log four days each year (PTO provided), ideally with our community partner and/or mentoring the startup community. Share your volunteer experiences and mentoring or civic support activities at our company meeting.
• Actively use your voice to advocate for causes related to the support of the Contingent Workforce and the adoption of government paperless solutions.

At WorkBright, our core values are to be Ambitious Achievers, Thoughtful Listeners, Caring Peers, and Trusted Guides. We celebrate diversity and pride ourselves in fostering a productive, fun and positive company culture. We are proud to be an equal opportunity workplace and are an affirmative action employer.