Customer Service Representative

What is Booksy?

Booksy is an online booking app that makes scheduling appointments easy for health and beauty pros, as well as their clients. Clients get the freedom to self-book the services they love online, any time, any place. While health and beauty providers get the peace of mind that comes with knowing they can concentrate on their clients - and keep their calendars filled - without interruptions. “Do you. We’ll do the rest.”

Who are we?

We are an extremely passionate and highly motivated global team helping self-made entrepreneurs get ahead. We dedicate our days to help our providers get the hard stuff done, so they can focus on making their clients glow. (And in some cases, glow up).

Why you should join us.

Whether you’re here for a long time or a good time, we want to give our employees the opportunity to make an impact and be heard from the get-go. We are not only emphatic about growing our business but growing our people, as well. When you’re a part of a (freakishly fast) thriving startup, every day and everyone counts. We take pride in owning our roles and pulling our weight so we can see tangible success at the end of every week, month, and year. We’ve come a long way, but we’re looking for awesome people to join us in going above and beyond because we sure as hell aren’t done. And on Thursdays, we work extra hard because virtual happy hour starts at 4, and we’re never late.

Why are you here? Because you saw the job title and want to know more!

As a Customer Service Rep, you will be working with business owners within the Health and Beauty industry. Adding an immense amount of value to the company, you will be responsible for helping our merchants set up their profile and use our tools to grow their business. You will not only be a product expert and knowledgeable on all things Booksy but accountable for preventing churn, maintaining account health and making sure our merchants are using our app to its fullest capacity and aware of all our product features.

Requirements

What the Customer Service Rep role looks like:

• Develop relationships with a large portfolio of customers
• Identify, develop and recognize opportunities to improve processes to efficiently manage workflow
• Train customers over the phone, via SMS and online chat, on all product features
• Listen to customer needs, troubleshoot technical problems and address customer concerns
• Effectively multi-task and manage a large volume of calls, emails, and chats
• Identify and assess customers' needs to achieve satisfaction
• Comfortable with upselling various product features
• Provide accurate, valid and complete information by using the right methods and tools in a prompt fashion
• Manage escalations; provide appropriate solutions within time limits and follow up to ensure resolution
• Keep records of customer interactions, inquiries and concerns via CRM management
• Provide timely feedback to the company regarding service issues, bug issues or customer concerns
• Respond promptly to customer inquiries
• Analyze churn and merchant usage data
• Work closely with Global CS team in Poland, Brazil and Spain to solve problems
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Become a product expert. Know our products inside-and-out

Who you are:

• Has at least 1+ year(s) of customer service and/or account management experience, preferably with technology/SaaS companies
• Ability to combine technical “know how” with empathy, patience and strong communication skills
• Experience supporting customers using SaaS solutions or internet/mobile products
• Success working in a fast-paced, dynamic and forward thinking environment
• Coachable and eager to learn; maintains a positive attitude and thinks “big picture”
• Comfortable making outbound calls and providing innovative solutions to meet customer needs
• Strong organizational skills with attention to detail
• You’re a self-starter, We’re a start-up. Innovation is a requirement and ideas are expected
• Familiarity with CRM systems and ability to learn new software
• Excellent written and verbal communication skills
• Must be customer-obsessed and able to adapt and respond to a diverse client base
• Adaptability - you embrace new challenges and aren’t afraid of tough conversations
• Ability to multitask, prioritize and manage time effectively

Benefits

Some cool things we offer:

• Health/Dental/Vision/Commuter Benefits
• Awesome (paid) Parental Leave Policy
• Unlimited Paid Time Off
• Eligibility for monthly performance bonus
• Work/Life Balance
• Ample Opportunities for Professional Growth