Customer Success Agent (Fully Remote)

Company Overview

Flow's customer service division called Ravience (ravience.co) is hiring for a full-time, U.S.-based Customer Success Agent. You will be working with an Education SaaS client of ours that specializes in K-12 Mathematics.

We are only accepting U.S. applicants for this position via the link here:

https://flow.vervoe.net/job-page/01-2202-customer-success-agent-grammar-comprehension-1/21ba8880-cd63-4857-9637-4f1de757cb3a

Please ignore any really assessments.

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Job Summary and Responsibilities

This is a unique work-from-home (WFH) opportunity for a Customer Success Agent to work with a K-12 Mathematics Education SaaS platform. You will be responsible for learning and mastering the CX role in order to provide Customer Service via chat, email, and phone. You will follow established workflows, help to identify gaps in knowledge bases and training documents and maintain a high standard of performance.

The ideal candidate must be extremely customer-focused, technically savvy, analytical and data-oriented, composed under pressure, and able to creatively problem-solve to triage issues while maintaining positive communication at all times.

The person who will thrive in this environment is ambitious but recognizes there’s a lot to learn before becoming a Project Manager and is patient to get there.

You must be great at writing, able to use your voice, adapt to different tones, and be able to guide customers towards solutions that best fit them.

You must also be great on the phone to help customers, provide an empathetic and personal tone, and be able to resolve issues and answer questions.

The right candidate will enjoy a long-term position with growth potential.

Job Details

• Location: Work-from-home anywhere in the U.S. except California or New York.
• Work environment: Reliable high-speed internet, your own computer, and a quiet environment to be on the phone helping customers.

• Hours of operation and compensation:
• Full-time: Multiple shifts available from 7a-7p MT, M-F
• Part-Time: 1 shift available from 8a-5p MT, Sat Sun

• Pay: $12-15 per hour (Paid Monthly)
• Benefits:
• 10 PTO days
• 9 paid holidays
• Medical expense reimbursement up to $90/month (after-tax)

What You’ll Do

• Master the Customer Experience (includes providing CX via phone, email, and chat)
• Provide phone support to parents whose children need help progressing in the software
• Deal with escalations with empathy and relay them appropriately
• Provide a high quality of work and integrity at all times guided by established KPIs
• Thoroughly document bugs for the Product Development and Quality Assurance teams
• Gather information by observing, receiving, and using existing resources
• Communicate in real-time with your teammates, management, and other departments
• Identify issues and develop solutions that are broken down into weekly tasks
• Make logical decisions to prioritize your work and ask for clarity when needed
• Hold yourself accountable for performance goals and completing tasks on time
• Communicate technical issues to the developers as reported by customers
• Communicate processes change suggestions to your manager

You’ll be provided with ample training and required to study, test, and train on the websites, platforms, and knowledge bases of this client. We love to make our clients say ‘whoa!’ — recorded calls and emails are continually monitored for performance and feedback.

Who You Are

Technology Skills - you must be tech-savvy

• Google Workspace — Drive, Docs, Mail, Calendar, and Sheets
• Communication tools — Phone, email, live chat, Slack, and Zoom
• Project management — Trello, Asana, or similar tools

Knowledge

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Mathematics — Knowledge of arithmetic, algebra, and their applications is strongly preferred.

Skills

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.
• Speaking — Enjoys talking to people and helping them find the best solutions.
• Service Orientation — Actively looking for ways to help people.
• Reading Comprehension — Great at following SOPs and documentation
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Written Communication — Communicating with people thoroughly and succinctly with the intention of helping resolve the question or issue.

Who We Are

Ravience is more than just a place to work — we’re a team of customer experience experts, out to achieve our highest potential. We live and breathe our core values; learn about them here. Equal Opportunity Employer: Minority / Female / Disability / Veterans / LGBTQ

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We are only accepting U.S. applicants for this position via the link here:

https://flow.vervoe.net/job-page/01-2202-customer-success-agent-grammar-comprehension-1/21ba8880-cd63-4857-9637-4f1de757cb3a

Please ignore any really assessments.

Job Type: Full-time

Pay: $12.00 - $15.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
We were remote before it became a thing. This position is fully and permanently remote.

Work Location: Multiple Locations

Salary : $12 - $90