Customer Success Representative (Csr)

Do you have prior SaaS, HR, or CS experience? Do you thrive in a fast-paced, team-oriented work environment? Do you possess a strong technical aptitude and have a solutions-focused attitude? Are you motivated by customer satisfaction and helping people solve problems? Are you looking for a 100% remote position? Then, this opportunity might be a good fit for you!

We are on the hunt for a new Customer Success Representative to join our growing team!

About The Company

WorkBright is a leading technology provider offering onboarding, remote verification and the best Form I-9 solution in the world. We empower folks to get to work and streamline the hiring process for their employers. Our product catalog is not limited to the Onboarding module; Add-ons include an ATS and series of integrations. We support our clients' HR needs, and our CSRs are an integral part of making that magic happen.

Workbright became a Certified B Corp in 2022, as a certified B Corp, we are held accountable to balancing our purpose and profit as we consider our impacts on all of our stakeholders from a social, environmental, and governance perspective. This is the gold standard for corporate and social responsibility assessing everything from a company's employees, vendors, community and environmental impact. We are also proud to be in the Top 10 Best Places to Work for 2022 from Outside Magazine!

WorkBright's normal operating hours are Monday to Friday, 8 am MT to 6 pm MT; because we are a fully remote company, you are free to operate from anywhere with a reliable internet connection, provided that you can maintain normal working hours that coincide with our largely US-based customers.

About The Role

WorkBright CSRs field all incoming emails from our end users, partners, and virtual receptionists. They are the front line of support for our clients and offer timely and thorough responses to all incoming tickets. While monitoring email channels, WorkBright CSRs escalate complex inquiries through the appropriate channels. Working directly with our Customer Success team, you'll play a key role in ensuring our customers are getting the most from our services as well as continuously improving our processes around known issues and requests.

You will also attend regular company meetings on video and show up as the voice of our customer to other internal teams (i.e. engineering, sales, marketing, and executive departments).

About You

You are someone that can stay focused with great follow-through. You are organized, prompt, and punctual. You are ambitious and efficient and are able to adhere to strict KPIs and quick turnaround times on ticket resolutions. You are a great communicator, with a passion for relationships and can support our clients with grace, humor, and ease. You possess a great deal of empathy. You are a technology aficionado who can learn and understand our product to help support a wide array of client needs.

Responsibilities

• Optimize existing processes within the company while continuously seeking opportunities to improve our systems and processes.
• Consistently maintain excellent customer satisfaction ratings and strive to meet established KPI goals.
• Manage, build and maintain positive relationships with customers by providing prompt, courteous and accurate solutions, recommendations and product information.
• Troubleshoot essential functions, analyze the customer issues and provide product support.
• Serve as a liaison to the rest of the team to elevate the customer voice and/or bring attention to potential bugs.
• 5% travel will be required for various meetings ranging from team meetings to staff functions.
• Partner with the responsible WorkBright team to maintain the WorkBright Knowledge Base by proactively providing information on trends amongst support requests and presenting ideas for additional Knowledge Base content.

Required Qualifications

• Minimum education required: High School Diploma
• Experience in MS Office (Word, Excel, PowerPoint, Docs, Sheets and Google Calendar.)
• Excellent interpersonal and communication skills.
• Strong attention to detail, highly organized and great follow through.
• High energy with a 'make-it-happen' attitude.
• An ability to work independently and seek assistance proactively to meet role-specific KPIs.
• Minimum of 2 years' experience in a customer service, sales, training, or member retention role.
• Passionate about sales, software, mobile and technology.
• Experience working with a CRM tool (i.e. Salesforce.)
• Self-confident, self-directed, forward thinking, detailed-oriented.

Desired Qualifications

• Experience with a SaaS company with a B2B product.
• Experience with software - having seen initiative through software proficiency.
• Experience answering support cases (i.e. Salesforce or Zendesk)

WHAT WE OFFER YOU: COMPENSATION & BENEFITS

• This is a full time, non-exempt position
• Opportunity to work at a BCorp!
• The ability to work from wherever you want!
• Health and dental (with competitive employer coverage), life insurance, FSA with company match, 401K with company match (eligibility for match after one year of employment), additional reimbursements including home office set up, personal, and professional development, and wellness
• The hourly range for this position is $19.23 - $24.04 per hour plus an annual performance bonus, up to $5,000
• 12 paid vacation days annually
• 11 paid holidays annually

WorkBright provides equal employment opportunities to all employees and applicants for employment and does not discriminate on any basis prohibited by law, including race, religion, creed, ancestry, sex, gender, (including gender non-conformity and status as a transgender or transsexual individual), age (40 and over), sexual orientation, physical or mental disability, citizenship, genetic information, past, current or perspective service in the end uniformed services, color, national origin, marital or veteran status, or any other protected status recognized by applicable federal, state, or local law. Our company intends and desires that equal employment opportunities be provided in all aspects of the employment relationship including, for example, recruitment, selection, employment, compensation, benefits, promotion, training, demotion, layoff, termination and all other employment related terms and conditions.