If you're looking for an enjoyable place to work that values your ideas, encourages your growth, rewards you for your excellence, and prioritizes work-life harmony, join us!
Who We Are
Our founder, Louise Hay, had one wish - to help people improve the quality of their life. Her desire underscores everything we do for our customers, our authors, and our employees. As the largest publisher of personal development books, events & courses we offer a diverse range of products and resources that empower, educate, and inspire. We know that the words we publish can have a deep, lasting impact on peoples lives and we’re dedicated to using our talents to support positive change in the world by helping all people grow in mind, body, and spirit. We love what we do, and we hope you will too.
Position Summary
Our Customer Care department is looking for a part-time skilled technical support individual to join our team! The ideal candidate brings a positive attitude, thrives on challenges, is solution-driven, and is experienced in providing direct-to-consumer and technical support.
Responsibilities and Expertise
- Provide dynamic customer support through diverse channels including email, live chat, and phones
- Serve as a Zendesk automation power-user, proficient in designing and implementing automated solutions to enhance efficiency, responsiveness, and overall effectiveness in customer support operations.
- Adapt to the evolving landscape of customer interactions, going beyond routine processes to address complex issues
- Demonstrate flexibility and adaptability by engaging in dynamic tasks and collaborating across departments to resolve issues efficiently.
- Utilize various tools and features, including AI assistants and external applications, to enhance both agent and customer experiences in an omnichannel environment.
- Embrace the challenge of becoming a product specialist for various product lines, acquiring technical expertise, and handling escalated situations with empathy and precision.
- Maintain satisfaction levels while providing exceptional service to a large volume of calls, emails, and live chats.
- Keep accurate records of all customer interactions and transactions by recording details.
- Manage sensitive payment processing information with utmost discretion, ensuring the accurate and secure processing of orders, refunds, exchanges, and cancellations in compliance with stringent security protocols
- Troubleshoot and resolve technical issues.
- Communicate and report user feedback to department management, actively contributing to the enhancement of the overall customer experience.
- Follow and maintain company standards, policies, and procedures during all customer interactions.
- Showcase a dedication to ongoing learning and growth, challenging and surpassing outdated stereotypes linked to traditional customer service roles.
- Achieve and surpass individual as well as team objectives in both sales and service performance.
- Follows and occasionally creates/edits Standard Operating Procedures including, but not limited to, Web Security, GDPR and CCPA related processes, inventory and fulfillment processes, payments processes, etc.
- Performs a variety of administrative duties in support of own projects and customer care/web/marketing teams.
- Supports any additional requests for new projects and evolves with the digital marketplace.
Skills, Knowledge & Abilities
- Zendesk proficiency, with working knowledge of workflow configuration, trigger setup, and macro creation for streamlined customer support.
- Accomplished customer service professional, skilled in handling diverse inquiries with a proven record of excellence.
- Tech-savvy and adaptable with a positive, friendly demeanor
- Strong verbal and written communication
- Maintains composure in high-pressure situations
- Self-motivated team player, excelling in independent or collaborative settings.
- Exceptional listening skills, providing swift and effective solutions to customer needs.
- Advanced troubleshooting skills, approaching challenges with a persistent, solutions-oriented mindset.
- Efficient multitasker, prioritizing responsibilities for timely issue resolution.
- Committed to problem-solving excellence and critical thinking in addressing complex challenges.
- Proficient in managing high chat and email volumes with efficiency and quality.
- Detail-oriented with expertise in processing orders, refunds, exchanges, and cancellations accurately.
- Team-focused achiever, fostering positive collaboration and contributing to shared goals.
- Skilled in browser-based phone systems, ticketing, and live chat platforms for seamless communication.
- Comfortable working in the mind-body-spirit genre
Education and/or Experience
- High school diploma
- 2+ years of prior work experience with online web customer support via voice software, email ticketing system, live chat, and other CRM systems
- 1+ years of experience in technical support and troubleshooting.
- Prior experience working remotely
- Prior experience in Zendesk Talk, Live Chat, and Support Ticketing system
- Prior experience in Digital Media Support (troubleshooting online courses, memberships/subscriptions, media sales, video streaming, and audio downloads)
The tentative work schedule for this part-time position is Monday through Friday, from 9:00 AM to 2:00 PM Pacific Standard Time.
Why Should You Apply?
- Remote
- Meaningful Work
- Flexible Work Week
- Great Benefits
Benefits
- Up to 3 weeks per year of Paid Time Off (PTO)
- Eligible for up to 9 paid holidays, a floating holiday, and 4 Winter Break days.
- 401(k) with up to 6% company match after 1 year.
Embracing Diversity & EEO
Hay House is committed to having a diverse workforce that embodies and reflects the diversity of our global community. As part of this commitment to equitable opportunity and inclusion, we strongly encourage applications from all individuals inclusive of all genders, ethnicities, abilities, sexual orientations, ages, socio-economic backgrounds, religions, and beliefs.
Additional Information
Hay House participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees
