EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/
We are looking for a Customer Support Representative to focus on our EverConnect client base. EverConnect’s purpose is to accelerate growth for service based businesses by creating meaningful connections with consumers. Our niche is capturing consumer demand for service based businesses through diverse media acquisition channels on a performance basis.
A Customer Experience Support Representative will report to the Director of Customer Experience. In this role, you will have the opportunity to provide best-in-class support to both our customers and their homeowners via phone, email, and Live Chat communication.
The ideal candidate has a strong passion for best-in-class operational and strategic excellence, team engagement, and customer experiences.
Responsibilities:
- Maintain our internal knowledge sharing documentation
- Maintain our external FAQs documentation
- Set and track personal quarterly OKRs
- Daily, monthly, quarterly delivery of best in class service levels
- Field inbound questions, concerns, and requests from members via Salesforce cases, phone, and Live Chat.
- Field inbound questions, concerns, and requests from homeowners via Salesforce cases and Live Chat.
- Identify and report errors/requests to the Development team
- Review and mediate Guarantee claims for BPR | FSR homeowners
- Become a subject matter expert on the Live, BPR and FSR platforms
- Organize and process monthly payments for BPR members
Skills and Experience needed for success in this role:
- 1 year experience in business to business customer service
- Commitment to providing “wow” service experiences, building on (and improving upon) our very high recommendation rate
- Superb telephone etiquette
- Eloquent prose skills
- Proficiency with MS Outlook, Word and Excel
- Web-savvy, comfortable with social media tools and all things web-related
- Outstanding organizational skills, with strong follow-through on tasks
- Excellent time management skills
- High energy, positive attitude
Where: The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Benefits and Perks:
· Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
· Robust health and wellness benefits, including an annual wellness stipend
· 401k with up to a 4% match and immediate vesting
· Flexible and generous (FTO) time-off
· Employee Stock Purchase Program
Compensation: The target base compensation for this position is $19 to $21 USD per hour/year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
