Customer Service Associate (CSA)

Mamava Inc

Location: Burlington, Vermont

Type: Full Time

Education: No Ed Requirements

Experience: 3 - 5 Years

Mamava is a women-owned, certified B-Corporation based in Burlington, VT. Empathetic to today’s culture of breastfeeding, we help women meet their breastfeeding goals by providing places to pump or breastfeed, a mobile app, and a network of community support, and valuable content.

Our physical and digital media platforms offer editorial content merged with contextual commerce and advertising, allowing like-minded brands a gateway to our highly desirable mama audience.

Customer Service Associate

The Customer Service Associate (CSA) drives service success with the goal of improving customer satisfaction, maximizing customer retention and increasing profitability. They are the primary point of contact for all service related inbound inquiries, and are responsible for the management and organization of the inquiries, prioritizing and escalating appropriately. The CSA reports directly to the Director of Customer Service Operations. Problem-solving and attention to detail are key traits for success in this role.

 Responsibilities

  • Work closely with the Director of Customer Service Operations to create and maintain operational efficiencies.

  • Manage Mamava’s service tickets communicating with customers via Service Hub, phone and email.

  • Order replacement parts from the manufacturer and update applicable documents.

  • Act as front line for initial troubleshooting and level 1 diagnosing.

  • Resolve level 1 service tickets and escalate level 2+ tickets with detail to Customer Service Manager (CSM) with relevant context and details as needed.

  • Guide customers through steps to resolution for requests that can be resolved without Mamava intervention.

  • Develop first draft service orders (instructions) for resolution.

  • Serve as a resource for customers who are doing their own installations and repairs.

  • Processes customer service orders ensuring that all related expenses are accounted for and have been assigned.

  • Keep records of user interactions within selected customer relationship management and/or service tool

  • Manage special projects as required.

  • Provide on-call coverage when needed.

  • Travel as necessary to support the Customer Service Manager on installation or service visits.

 Qualifications

  • 2-3 years of experience in customer service.

  • Some prior technical support preferred.

  • Data entry and strong organizational skills.

  • Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.

  • Excellent communication skills – verbal and written.

  • Problem solver with the ability to anticipate and mitigate risk.

  • Self-motivated and proactive with demonstrated creative and critical thinking capabilities

  • Working knowledge of G-Suite products (Google Docs, Sheets, Drive) and CRM Management Tools (HubSpot).

  • Bachelor’s degree preferred

  • Ability to work flexible shifts and to adapt to changing work schedules

  • Familiarity with mobile technology, applications, and basic electrical and hardware components.

  • Attention to detail and follow up on tasks ensuring completion.

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