Customer Service Manager

Customer Service Representative

Employment Type:Full-time, Independent ContractorWork Model:RemoteWork Hours:​​​​​​US time

About the role:The client is looking for a highly dependableCustomer Service Representativeto become the first line of support for customers across both its professional and direct-to-consumer businesses.

This person will support two primary customer groups:
* Professional customers, including clinics purchasing and operating the company's red-light therapy beds and other recovery products.
Professional customers, including clinics purchasing and operating the company's red-light therapy beds and other recovery products.
* Individual consumerspurchasing products online, including red-light therapy pads and related devices.
Individual consumerspurchasing products online, including red-light therapy pads and related devices.

The role is straightforward in terms of technical complexity, but extremely important from a customer experience perspective.

The client sells premium, relatively high-ticket technology. Customers therefore need to feel that when they purchase from the company, there is a competent, responsive person available when something goes wrong or they simply need help.

Who You'll Support

Clinic & Professional Customers

Clinic customers may contact the company with questions regarding:
* Product operation
Product operation
* Installation
Installation
* Delivery
Delivery
* Basic troubleshooting
Basic troubleshooting
* Questions about their red-light therapy bed
Questions about their red-light therapy bed
* Product issues
Product issues
* Service requests
Service requests
* Returns or replacement processes
Returns or replacement processes
* General questions about their equipment
General questions about their equipment

Direct-to-Consumer Customers

Consumers purchasing products online may need help with:
* Product questions
Product questions
* Orders
Orders
* Shipping
Shipping
* Returns
Returns
* Faulty products
Faulty products
* Troubleshooting
Troubleshooting
* Product usage
Product usage
* General customer inquiries
General customer inquiries

The owner described the position as relatively straightforward operationally, but emphasized the need for someone competent, honest, responsive, and capable of handling customers professionally.

Key Responsibilities
* Respond promptly and professionally to customer inquiries
Respond promptly and professionally to customer inquiries
* Manage customer questions across professional and consumer accounts
Manage customer questions across professional and consumer accounts
* Troubleshoot basic product and order-related issues
Troubleshoot basic product and order-related issues
* Coordinate returns when necessary
Coordinate returns when necessary
* Escalate complex technical or operational issues appropriately
Escalate complex technical or operational issues appropriately
* Maintain accurate records of customer interactions
Maintain accurate records of customer interactions
* Follow established processes for returns, replacements, and service cases
Follow established processes for returns, replacements, and service cases
* Keep customers informed throughout the resolution process
Keep customers informed throughout the resolution process
* Identify recurring customer issues and communicate them internally
Identify recurring customer issues and communicate them internally
* Reduce the number of customer problems that require escalation to leadership
Reduce the number of customer problems that require escalation to leadership
* Create a consistently positive customer experience
Create a consistently positive customer experience
* Protect the reputation of the company's brand through professional communication
Protect the reputation of the company's brand through professional communication
* Help establish scalable customer service processes as the company grows
Help establish scalable customer service processes as the company grows

What Makes This Role Different

The company is not looking for someone who simply answers a support inbox.

The ideal hire will takeownership.

If a customer has an issue, this person should think:

"How do I get this resolved?"

rather than:

"Who else can I send this to?"

The role will involve working with customers who have made meaningful investments in the company products. The ability to remain calm, professional, and solutions-oriented is therefore critical.

Performance & Incentives

The client intends to provide bonuses tied to customer service performance.

One particularly important metric discussed is the number of customer "headaches" that ultimately have to be escalated to the owner. The fewer unnecessary issues that reach company leadership, the stronger the representative's performance.

In other words:

Solve problems before they become leadership problems.

Ideal Candidate

The ideal Customer Service Representative will have:
* 2+ years of customer service experience
2+ years of custom