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Customer Success Representative

Homebase

This is a Full-time position in Houston, TX posted June 5, 2021.

About UsOur mission is to make hourly work easier for local businesses and their employees. Homebase currently serves more than 100,000 small (but mighty) businesses with everything they need to manage their hourly teams: employee scheduling, time clocks, team communication, hiring, onboarding, and compliance. We are not Human Capital Management. We are not HR Software. We’re tools built for the busiest businesses, so owners and employees can spend less time on paperwork and more time on what matters. The Homebase team brings small business expertise from Intuit, Square, OpenTable, Yelp, Gusto, and First Data. Based in San Francisco and Houston, Homebase is backed by leading venture investors Bain Capital Ventures, Baseline Ventures, Cowboy Ventures, and Khosla Ventures. learn more at joinhomebase.comYouYou’re a self-starter who thrives in a fast-paced and changing environment. You love talking to people and always put the customer first – whether it be via email, chat, or phone, your people skills and empathy shine through. You set big goals for yourself and work hard to accomplish them and you thrive in a performance-driven environment where your contributions are recognized.The JobAs a member of the Customer Success team, you’ll work closely with our customers to help them get the most value from the product. As you closely follow our process, you will engage in our discovery process with every customer interaction. Understanding why the customer has chosen Homebase gives us the data points you need in order to be a trusted advisor in the process. You will then begin to provide the best solution for their needs as you now understand what they value and where we impact them. Getting them on the correct paid plan is 1/2 the responsibility. The second part is to now enable their success by ensuring they have completed the initial steps to get their team onboarded and active.ResponsibilitiesYou will be the first point of contact with newly signed up Homebase customers via live chat, email, and phoneAssist new clients by providing training on how to use Homebase account and advise them on the best plan options for the business needsVerbally embrace each customer call with a commitment of introducing a world class service experience.Quickly understand each unique customers needs and connect them to the right person in the right department at the right time.Actively participate in team meetings and trainingHandle 45+ conversations a day and meet weekly KPI’s including Efficiency, CSAT, Call Time, and UpgradesConsistently utilize advanced listening, rapport, and closing skills.Be an expert and up to date on all Homebase products and offerings, always updating your skill sets as our product offering improves/grows.Perfect FitA true passion for meeting and helping peopleYou get people and they get youThrive on the unexpectedExude warmth, energy and charismaA great sense of humorMust-HaveReliable internet source (while WFH – due to COVID-19)1-2 years experience working in customer service (phone support, retail, restaurant or sales)Very strong written and verbal communication skills. Being able to communicate clearly and effectively with customers to ensure their questions are addressed is key.Organizational skills and the ability to be at work on time for your scheduled shifts.Enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change.The ability to pass a background checkThe focus to ensure you are a self-starter who knows how to execute against the assigned process.Demonstrated ability to touch other people and provide a lasting impressionProsper in a culture of freedom and responsibilityAbility to demonstrate good judgment and be the advocate for our customersSharp intelligence and computers skillsSolid educational background together with real life wisdom and achievementSet high standards for yourself matched with exceptional interpersonal skillsAbility to adapt in a dynamic and growing organizationWhat We Offer YouGenerous accrued PTOHealth, Dental & Vision InsuranceEmployee 401k with 4% company matchStock Options – Everyone is an ownerFun Team ActivitiesInternal promotion opportunitiesAt Homebase, we value our differences, and we encourage all to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Homebase is proud to be an equal opportunity employer and participant in the U.S. Federal E-Verify program.

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