Customer Support Agent

• 100% Remote Work - Work from home/work from anywhere
• Schedule Flexibility - No time tracker / no micromanagement
• Above market pay in line with your experience and the roles responsibilities and impact
• Unlimited PTO
• Health & Wellness Reimbursement
• Open Book Management -

• You must be the type of person who can think outside of the box, think ahead for the customer, and provide solutions that are well-thought-out and simple
• Purposeful Design to eliminate waste: Your responses/answers should be very intentional. Eliminate wasted time by thinking ahead and answering the core of the customers problem to avoid a lot of back and forth.
• Provide exceptional customer support by responding to customer queries in a timely and accurate way, via phone, email, or chat
• Monitor and study our customer reviews/feedback on our Amazon product listing (so you can help make suggestions on how to improve our product/process)
• You are expected to provide complete resolution to exactly what the customer is trying to do (not necessarily what the customer is asking about... we are to provide EXCEPTIONAL customer support. Our customer service is about quality, NOT quantity. Please understand this; if this is not you, it's ok and do not apply.

• Be a product and process expert. Understand our products, our competitors products, the issues, our value proposition, as well as our process/resolution.
• Constant Growth & Improvement: Be curious and cognizant about our product(both existing and newly launched), processes, as well as of whats going on within the industry so you can help make suggestions on how we can improve
• Familiarize oneself with the products offered in the organization
• Expected to be updated with new product launches, inventory, and availability of products
• Learn product specification, purpose & use most especially for fence and rail products.

• Use our CRM (Front App) and adhere to the following

• SLA - 24 hours
• Hours of Operations - Flexibility with working hours depending on the surge of Tickets & Requests
• Analytics - Monitor daily productivity (Products, Prices, # Tickets)
• Rules - Attendance, SLA Adherence, Meeting target expectations & KPIs Weekly, Monthly, Quarterly & Yearly
• Process - Coordinating with the Sales & Product team for accuracy & smoother process.
• Update on CRM (Pipedrive)

• Deal Stages - Data Entry - Providing updates on the status of Opportunities & Leads to help sales to close all pending deals.
• Doing proper cadence and follow-through on delivery, OOS, and pending payments.

• Update our internal databases, sheets & CRM with information about technical issues, questions, and other useful discussions with customers so we can improve our system/product
• Reply to customers always within 5 minutes. Attend and do callbacks to CX requesting urgent assistance. You can be flexible with how else you want to spend your time at work as long as you are meeting this SLA. We prefer for you to be attentive around the computer and be on the lookout for new messages/tickets
• Data entry (make labels/ship things on FBA or other shipping platforms, either for inbound or for customer spare parts)
• Resolve all issues by the end of the day (you can snooze if we are waiting for a customer or another person's reply/info)
• Fill out an End of Day report to confirm you have done all the required checklist/tasks for the day (it's the same daily)
• Fill out an End of Week report to think about how the week went and anything can be improved (same weekly)
• DILO:

• Check all turnovers from the previous CS shift:
• Emails
• Refunds
• Requests for Quotations
• Help on parts to use
• Draw or illustrate what it would look like to determine parts to be used; seek assistance or endorse to the Sales Specialist
• Missing parts
• Other miscellaneous concerns
• Follow up / follow through on turnover items and pending payments
• Escalate non-CS escalations to respective owners (e.g. Thine, Steve)
• Address customer concerns as they come
• Submit EOD & EOW

• Must be amenable to work during weekends and graveyard shifts.
• 3-5 Years of Customer Support and Providing exemplary service to customers.
• 3-5 years experience in taking Inbound and Outbound Calls
• 3 years experience in using good email etiquette
• Experience in using Basic CRMs and Data Entry

• Use of Apollo, Pipedrive, Slack, 3CX & Monday are not a requirement but are good to have
• A proven track record in customer service and support with expertise in prioritization and pipeline management.
• Has experience in the manufacturing industry

• Lead Generation or Lead Mining - Leads and tickets are being generated from our CRMs
• Do Training and Creation of dashboards - rather than utilizing CRMs and reports we already have in monitoring Sales & Performance
• Creation of sales scripts and workflows

• Associate's or equivalent

• 2-5 years relevant experience

• No Management experience

• Control is only limited to their own work.

• Jobs at this level have a direct impact on the performance of a single individual or team. (Entry-Associate level roles)

• Has good working and background knowledge of the area of practice.
• Can complete tasks independently with little guidance.
• Can identify and troubleshoot complex problems.
• Can mentor or train others.

• Individuals at this level are able to identify and solve problems that have already occurred. They can use basic problem-solving skills to identify the root cause of a problem and develop a solution.
• May require some guidance and support to solve problems.

• Tasks are very complex and require a high level of problem-solving skills.
• There is a lot of ambiguity or uncertainty involved in completing the tasks.
• The tasks require a wide range of specialized skills and knowledge.
• The tasks can take a long time to complete.

• This level of hardware is sufficient for more demanding tasks such as browsing multiple browser tabs, video editing, and graphic design.
• The hardware requirements for this level are higher than the basic level, and a mid-range computer or laptop will be required.

• Learn and do a good job in spite of poor onboarding and training.
• Communicate quickly & efficiently in spite of being remote and rarely doing meetings.
• Do the job and do the job well in spite of ambiguous and incomplete processes.
• Make improvements to our process in spite of being so busy executing the process.
• Get the job done with flying colors, on schedule, and on budget in spite of all the difficulties we face as a startup.

• We will ask you to list out your key responsibilities from your previous companies.
• We will then ask you to demonstrate past responsibilities to support your list of key responsibilities and success metrics.
• Then we will select a few applicants to do a paid trial task (we will provide actual problems/issues we face that you will try to resolve).
• Lastly, we will do a final in-person interview (at this point, you would most likely have passed most of the job competency and experience assessment and this is a job/culture fit + opportunity for you to ask/understand us better).

• 100% Remote Work - Work from home/work from anywhere
• Schedule Flexibility - No time tracker / no micromanagement
• Above market pay in line with your experience and the roles responsibilities and impact
• Unlimited PTO
• Health & Wellness Reimbursement
• Open Book Management -

CR Handrail