Customer Service Associate

Position Summary

The Customer Service Associate 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 to the Customer Support Manager. This is a salaried, full time position based in Burlington, VT with a hybrid schedule.

Responsibilities 

• Work closely with the Customer Support Manager 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 Support Manager 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

• Provide on-call coverage when needed

• Travel as necessary to support the Customer Support Manager on installation or service visits (<5%)

 Qualifications

• 2-3 years’ experience in Customer Service

• Bachelor’s degree preferred

• Prior technical support experience is preferred

• Working knowledge of G-Suite products (Google Docs, Sheets, Drive) and CRM/ERP Management Tools (HubSpot/SalesForce, Sage X3)

• Familiarity with mobile technology, applications, and basic electrical and hardware components along with basic mechanical skills and willingness to learn

• Basic mechanical skills and the willingness to learn detailed assembly instructions with hands-on experience  

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

• 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

• Attention to detail and follow up on tasks ensuring completion