Note: The job is a remote job and is open to candidates in USA. Pricebook Digital develops and markets sales and pricing software for the HVAC industry and related sectors. They are seeking a Customer Care Associate to manage customer projects, ensure timely deliverables, and provide exceptional support through various communication channels.
Responsibilities
- Manage multiple customer projects and ensure all deliverables are completed on time by respective parties
- Consistently update all internal and customer stakeholders on any progress and/or roadblocks to maintain alignment and transparency, while continually driving the project forward to meet established deadlines
- Develop and foster long-term relationships with customers, built upon trust and having their best interest at heart; manage expectations and navigate customers through challenging conversations, especially by phone
- Coordinate across internal teams to deliver against defined timelines and partner closely during launch to ensure a successful customer onboarding
- Assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions, with a primary focus on customer satisfaction
- Become a Pricebook DigitalTM product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
- Utilize support tools such as Zendesk to efficiently deliver a world class customer service experience
- Work closely with a diverse internal team to provide superior quality customer service and maintain a positive environment
- Champion customer needs internally by providing feedback and communicating customer needs to internal stakeholders
- All other duties as assigned
Skills
- Customer-service oriented
- Ability to work well in a team environment
- Self-motivated
- Good organization skills
- Ability to effectively manage multiple tasks simultaneously
- Attentive to detail
- Ability to learn quickly on the job
- Ability to own tasks and clearly communicate requirements, delays, and completion
- Ability to prioritize a constantly shifting schedule of deadlines
- Excellent people skills: empathetic, patient, confident, good-humored
- Ability to execute top tier customer support by phone, chat, email and other means
- Ability to thrive in a culture of feedback
- Efficiently learn and use complex software quickly
- Ability to teach aspects of software to others
- Efficient and effective problem-solver with strong critical thinking skills
- Intelligent, self-motivated, quick thinking, and fast learning
- Maintain a customer service attitude even in challenging situations
- Organization and attention to detail while multitasking in a fast-paced environment
- Ability to work independently in a remote environment
- Ability to manage and maintain your own IT
- Computer knowledge
- Proficiency in Word, Excel, PDF, and other common work software
Benefits
- Health Insurance - Aetna
- Dental & Vision Insurance - Guardian
- Voluntary Benefits - Voya
- Accident
- Critical Illness
- Hospital Indemnity
- 401K - Guideline
- Paid Vacation
- Paid Sick Leave
- Paid Parental Leave
- Paid Holidays
- Employer Paid Short Term Disability
- Employer Paid Life Insurance
- Other Perks at Work
Company Overview
Pricebook Digital specializes in the development of sales software and data management for the HVAC industry. It was founded in 2007, and is headquartered in Stone Mountain, Georgia, USA, with a workforce of 11-50 employees. Its website is http://www.pricebook.digital.