Customer Experience Representative -Steve & Kate's Camp (Remote)

At Steve & Kate's, we put kids in the driver’s seat and staff come along for the ride. Campers choose minute-to-minute what they do, with whom, and for how long, because kids who learn to make decisions today build the self-confidence they’ll need to wrangle unknowns tomorrow. If you join our team as a Customer Experience Representative, you’ll be a first line of contact for thousands of families who are looking for a better way to help their child grow during summer.

You’ll be working remotely as a part of our central Headquarters team communicating with prospective and current camp families (i.e., customers). This role is a full-time (30-40 hour work week) seasonal position starting in April and ending in September. The role requires strong organizational, time management, and interpersonal skills, as you will prioritize a broad range of responsibilities throughout your shift, including:

• Maintaining a high level of professionalism and warmth with customers and working to establish a positive rapport with every interaction, even when faced with misplaced criticism or frustration.
• Documenting the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.
• Reviewing financial aid applications using specific criteria and communicating with applicants about their acceptance, or following-up with additional questions, if needed.
• Interacting with our custom-built camp management software to review customer accounts and help with issues purchasing days, transferring between siblings, processing refunds, etc.
• Listening, documenting, and helping to resolve conflicts with customers, either directly or through collaboration with the camp director for the customer’s location. Providing timely feedback to supervisor regarding challenges or customer concerns.
• Managing and prioritizing multiple concerns.
• Fielding inbound emails, phone calls, and live chats from families across the country and provide interested families information about our camp program, highlighting our philosophy, structure, activities, fees, and more.
• Moving on quickly from both success and failure.

How do you know if you’re the right candidate? If you answer “yes” to all of the questions below, definitely apply.

• Do you appreciate and agree with our self-directed approach for kids?
• Are you comfortable with swapping between multiple communication channels (phone, email, live chat) throughout the course of a day?
• Are you the type of person who can’t rest until you’ve done everything possible to make someone feel heard when there’s an issue/concern?
• Does your communication show personality and warmth without sacrificing content?
• Are you calm under pressure and able to calm those around you?
• Do you enjoy thinking quickly on your feet, trouble-shooting problems, and ensuring a quick resolution to issues?

Job Requirements

• Familiarity with office software and communication systems (Salesforce, Dialpad, Olark) preferred
• Degree is preferred
• Minimum of 6 months costumer service experience
• Preferred schedule is 10:00 AM to 6:30 PM MST.
• At least 18 years of age with a high school diploma or GED required

Additional Requirements:

• A computer and headset, with strong internet access (in order to answer VoIP calls)
• Regular access to a quiet working space, with minimal to no background noise
• Ability to follow agreed-upon schedule diligently
• Excellent grammar, spelling, and typing skills