Customer Experience Associate
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Job Description
Customer service professional at Peerspace enhancing experiences for hosts and guests. Handling inquiries and delivering seamless service across multiple channels.
Responsibilities:
- First point of contact for users regarding everything from onboarding hosts to recommending locations and services to guests
- Provide friendly and efficient service via all contact channels (phone, email, live chat, social media, etc.) to Peerspace hosts and guests to make sure they have a seamless, no-hassle booking and overall customer experience
- Display self-discipline, demonstrate productivity, and accomplish job duties in a remote work environment.
- Independently work through a queue of tasks with an eye for process improvements
- Identify and execute on opportunities to surprise and delight our hosts and guests
- Identify trends and take an active role in delivering suggestions for process & product improvements
Requirements:
- 1-6 years Corporate CX Experience
- Experience with Intercom or similar CRM
- Passion for problem solving and interacting with customers
- Excellent written and verbal communicator with attention to detail and grammar
- Strong interpersonal skills
- Comfortable asking for additional support when working through difficult cases
- Comfortable prioritizing across potentially competing opportunities/demands
- Able to pick up new technology quickly
- Enthusiasm for improving customer satisfaction and loyalty across broad functional areas and diverse geographies
- Have a sense of humor and enjoy working with others.
- Previous experience with crafting online help resources (Nice to Have)
- Analytical skills (Nice to Have)
- Familiarity with third party marketplaces (e.g., Airbnb, VRBO) (Nice to Have)
Benefits:
- 100% employee coverage of medical, dental and vision insurance
- $500 annual professional development allowance
- Discount on all Peerspace bookings
- Laptop, high res display, and stipend to setup home office
- Monthly cell phone and internet credit
- Coworking membership if needed (in lieu of home office)
- Annual In person all company offsite and team-building events (in Peerspace locations, of course)
- Wellness Days observed company wide
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