iFixit Pro Customer Support Specialist

San Luis Obispo, California, United States Full-time

Customer Support Specialist

We’re looking for a talented individual to join our wholesale division, iFixit Pro. This is full-time position based in San Luis Obispo. The ideal individual will contribute to our long-term growth through happy collaboration with a team driven to grow high margin sales.

We are committed to creating a working environment full of joy and respect. We believe a well-supported diverse team is better able to overcome challenges and envision smart solutions to difficult problems. We deeply value unique perspectives and treasure diversity.

The Customer Support Specialist’s mission is to support the customer experience overall by seeking to solve individual product issues and provide guidance for specific customer requests or inquiries. The ideal candidate will develop skills quickly, improve processes, and grow professionally by taking on additional responsibilities as our team thrives together.

Communication:

  • Present a friendly, professional and helpful manner and attitude in all situations
  • Uphold excellent standards in customer service and support under all circumstances
  • Provide accurate, valid and complete information by using, referencing and sharing  the appropriate documentation, methods, and tools
  • Build sustainable relationships and trust with customer accounts through open, friendly, patient and interactive communication
  • Consistently handle customer complaints and challenging situations with professional and friendly helpfulness and patience with an enthusiasm for problem solving

Reactive Support:

  • Identify and assess customers’ needs
  • Answer all incoming support line phone calls in a timely manner
  • Manage all incoming support email inquiries efficiently and appropriately

Case Management:

  • Efficiently respond to customer cases in the appropriate manner, taking extra efforts for urgent situations
  • Follow up as necessary for ongoing issues or requests to ensure customers do not feel forgotten
  • Escalate urgent or complex cases immediately through the appropriate channels

Skills We Require:

  • Strong emotional intelligence with empathy and understanding
  • Good understanding of prioritization, multi-tasking and time management
  • Natural inclination for problem solving and helping people
  • Ability to critically evaluate existing processes and propose improvements
  • Confidence in troubleshooting, investigating and documenting issues
  • Takes high degree of ownership over work with a proactive work ethic
  • Clear communicator with professional and friendly presence
  • Strong active listening skills
  • Ability to lead through influence

Compensation and Benefits:

  • Pay: $13 to $16 per hour, DOE
  • 401(k) matching up to 4% of employee contributions after employed for one year
  • A Profit-sharing program after employed for one year
  • Dental, Vision, Medical, and Life Insurance! Immediate enrollment. iFixit covers 100% of your health insurance premium
  • Paid Family leave
  • New team member swag: shirt, toolkit, bike, headphones, and more
  • Membership to SLO MakerSpace

iFixit Culture:

iFixit is a great place to work. We have an incredible working environment, a world-class team that loves solving tough challenges, and a vision to change the world. Our team loves having fun together. We have regular barbecues, enjoy a catered lunch together twice a week, company trips, and our workplace is dog-friendly.

How to Apply:

  • Take a look at the iFixit website, ifixit.com and our iFixit Pro website, pro.ifixit.com.
  • Look over your resume and write a cover letter. We want to know what makes you a fantastic customer support specialist! Include in your cover letter why you want this job and why your skills and experience would be an excellent addition to our team. This position does require written communication, so spelling and grammar are important.
  • Combine the documents and submit as one PDF through recruiterbox.

Apply for this opening at http://ifixit.recruiterbox.com/jobs/fk0fulc?apply=true