Customer Experience Associate

The Opportunity

This is a fully remote position, so exemplary time management skills, the ability to manage multiple tasks at once, critical thinking, a desire to solve customer problems, and effective communication throughout the customer experience are all key components to being successful in the role.

Must be comfortable with working weekends

How you’ll make an impact:

• Become an expert on all things Flock Safety, serving as a valuable resource for current and prospective customers alike

• Provide quick, friendly, and high quality assistance to all customer types via phone, live chat, and email

• Empower our customers by sharing tips and best practices on how to effectively use our software

• Partner with the Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to tactfully resolve escalated situations

• Make recommendations to the Flock Safety product to magnify your impact and drive change across the network

• Contribute to the Flock Safety Customer Help Center to help reduce the need for customers to contact us in the first place

The Skillset

• Have demonstrated excellence in customer-facing roles for 2+ years

  • For example, current members of the team have prior experience as 911 dispatchers, technical support, and in the hospitality industry

• Are comfortable supporting customers through a variety of contact channels, including phone, chat, and/or email -- bonus points for experience with Salesforce/Jira or similar tools

• Have excellent written and verbal communication skills

• Have experience troubleshooting technical software and finding creative solutions

• Embrace change and know how to maneuver around challenges and ambiguity

• Have the ability to work independently, prioritize and manage multiple tasks, and clearly communicate necessary information to customers and internal teams

• Can provide clear examples of delivering exceptional customer service while working efficiently

Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired as a Customer Experience Associate at Flock Safety.

The First 30 Days

• Start to learn your role along with systems and tools necessary to complete required responsibilities

• You will listen in on phone calls and respond to customers via email while asking for approval before making changes/sending responses

• You will now take any case, including more advanced ones as you will now be more familiar with the system and tools

• Continue meeting with Culture Carriers and VPs

The First 60 Days

• Continue to expand FlockOS knowledge

• Potentially begin answering Inbound Sales line calls, based on demand

• Answer more emails per day as you become more familiar with common issues and troubleshooting

• Contribute to established knowledge bases

• Be self-sufficient and maintaining your own personal queue as well as keeping up on any ongoing cases with other internal teams

90 Days & Beyond

• You should be very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels

• You should be proposing improvements that could be made for a better customer experience or personal projects

• If needed, you will also begin working on incoming chats from the website

• Weekly progress reports should show that you are performing at a high standard around the same level as other existing CX Associate